Mitel MiVoice Business 3300 ICP Troubleshooting Manual Download Page 13

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Document Version 1.0

Troubleshooting Guide

Summary of Contents for MiVoice Business 3300 ICP

Page 1: ...MiVoice Business Troubleshooting Guide Release 9 4 SP1 Document Version 1 0 June 2022 ...

Page 2: ...rm or by any means electronic or mechanical for any purpose without written permission from Mitel Networks Corporation Trademarks The trademarks service marks logos and graphics collectively Trademarks appearing on Mitel s Internet sites or in its publications are registered and unregistered trademarks of Mitel Networks Corporation MNC or its subsidiaries collectively Mitel or others Use of the Tr...

Page 3: ...Software Patches 9 1 5 Accessing Product Support 10 1 5 1 Making a Support Call 18 1 5 2 What are Normal Business Hours 18 1 5 3 What are After Hours Calls 19 1 5 4 Emergency Calls are Not Charged 19 1 6 Returning Faulty Hardware 20 2 Initial Setup 21 2 1 Licensing 25 3 Hardware 40 3 1 Hardware Alarms 41 3 2 Controllers 46 3 2 1 Service Units 54 3 3 Embedded Modules 55 3 4 Phones 59 3 4 1 Issues w...

Page 4: ...125 4 7 Migration 130 4 7 1 Reverse Migration 130 4 7 2 U Boot based E2T card in MXe III cannot boot E2T8260 Image after Reverse Migration 135 5 System Features 138 5 1 Features A to B 139 5 2 Features C 142 5 3 Features D to G 149 5 4 Features H to K 154 5 5 Features L to O 156 5 6 Features P to R 159 5 7 Features S to V 161 6 Trunking 163 6 1 Analog Trunks 164 6 2 Digital Trunks 168 6 3 MSDN DPN...

Page 5: ...with Logs 282 10 1 1 Subscribing to logs in real time 282 10 1 2 Viewing logs from an inactive file 283 10 1 3 Filtering subscription logs 283 10 1 4 Filtering your view 284 10 2 System Performance 285 10 2 1 Using Shell Commands when a system is busy 287 10 3 Phones 289 10 4 Viewing Settings and Network Parameters on IP Phones 291 10 5 IEEE 802 1X Authentication for IP Phones 298 10 6 IP Phone Bo...

Page 6: ...vice 327 10 12 3 Obtaining the Status of Resilient Trunks 328 10 13 Controlling the Failover and Failback of Resilient Trunks 328 10 14 Identifying the Current ICP 328 10 15 Checking T1 E1 Resiliency Alarms 329 11 Using Logs 333 11 1 Hot Desking Error Logs 334 11 2 Voice Mail System Logs 336 ...

Page 7: ...and then organized into tables using the following structure Symptom Probable Cause and Corrective Action To locate help on a specific problem Use the Adobe Acrobat search functionality to search for key words associated with the problem symptoms or Go to the table that contains troubleshooting information related to the problem and scan the symptoms column for a possible match Note The AX Control...

Page 8: ...s Updated the command to modify the value of the bootcmd variable Password Recovery for 3300 ICP Controller on page 121 June 2022 References to Multi Level Precedence and Preemption MLPP are removed June 2022 1 1 Supporting Documentation This guide references other documents that are available on Document Center Accessing Mitel Documentation on page 2 1 1 1 Accessing Mitel Documentation Mitel Prod...

Page 9: ...lect Mitel Worldwide 4 In the left pane click Product Bulletins Announcements Mitel Knowledge Base Articles To access Mitel Knowledge Base Article 1 Log on to MiACCESS Portal 2 In the left pane click Knowledge Management System 1 2 Resolving Technical Issues Use the following flowchart to resolve technical issues Document Version 1 0 3 Troubleshooting Guide ...

Page 10: ...Introduction Document Version 1 0 Troubleshooting Guide 4 ...

Page 11: ...t product releases during normal business hours after hours emergency telephone support e mail notification of new and updated technical documentation Before you can become a registered user you must purchase a minimum of five technical consultation credits Your technical consultation credits can be used to purchase telephone support standard and emergency Note If you have questions about the Tech...

Page 12: ...d Release Notes RNs Provide software upgrade procedures describe documentation and hardware requirements summarize the new enhancements in a release identify improvements that have been made in the product in response to customer reported issues and include last minute product changes that are not described in the latest documentation RNs are published for each new software release Standard teleph...

Page 13: ...es Note that minor software patches are only available from Technical Support via a Mitel FTP site Replacement of failed out of box system If a system fails within the first 72 hours of service it will be replaced by Mitel Direct requests for replacement of failed systems to Mitel Customer Service Group Replacements of defective software complete systems or three or more components of a system mus...

Page 14: ...the Knowledge Base is given with access to MOL To access the Knowledge Base 1 Log into MiACCESS 2 Navigate to Knowledge Management System from the left panel 3 Enter the name ID or any key word of the document you are searching for in the search field and click on the search icon Using the Online Service Desk OSD on page 8 Checking for Fixes in Software Patches on page 9 1 4 1 Using the Online Ser...

Page 15: ...blem Major software patches are provided on Mitel Online Minor software updates are available from Technical Support via a Mitel FTP site The Known Product Issue KPI fixes that are contained in minor software updates are listed in the KPI fixed lists articles The KPI fixed lists are Mitel Knowledge Base articles If an update is available with the required fix you can download the software patch or...

Page 16: ...problem download and install the latest software patch See the Technician s Handbook for software installation instructions Fixed in Software Update To determine if a problem has been fixed in a minor software update 1 Log into Mitel OnLine 2 From Mitel OnLine click Technical and then click Knowledge Base 3 Select the product name for example 3300 Integrated Communications Platform 4 Enter KPI and...

Page 17: ...blem What is the system or application variant for example 3300 ICP MXe III or MiVoice Business Virtual Country variant What country variant is selected for the controller Software version What software version is the system running for example MCD Release 4 2 10 2 2 10 System Identifier or Hardware Identifier SysID code of system and the ARID Serial number s Serial numbers of the hardware and sof...

Page 18: ...oblem occur sporadically or only under specific conditions Try to narrow the scope of the problem down as much as possible For example if the system is dropping calls are only IP Phone to IP Phone calls affected TDM to TDM calls IP to TDM calls or TDM to trunk calls Troubleshooting steps What troubleshooting steps have you taken Have you been able to eliminate any possible causes of the problem Ca...

Page 19: ...e a controller or NSU is affected what is the status of the LEDs Maintenance and software logs Collect the logs associated with the problem For example collect errors on the maintenance port of the NSU Collect the Alarm log details On 3300 ICP systems generate the system diagnostic report The PSTSWLOG and XRTC logs are included See MKB article 04 1000 00011 for instructions The Mitel Knowledge Bas...

Page 20: ...e mail address Be prepared to provide the Mitel Technical Support technician with a telephone number and e mail address so that the technician can contact you or provide your contact number to other support specialists If your call concerns an emergency problem ensure that you can be reached at the telephone number at any time Don t provide a number that will forward the technician to voice mail D...

Page 21: ... packet analyzer intercepts and logs packet traffic passing over a network Is your cabling CAT 5 or better CAT 5 or better is recommended for Ethernet connections Cat 5e is required for 1Gig connections Do your L2 or L3 switch statistics show any issues such as Runts etc Runs Collision Frame error may indicate an issue with NIC or a duplex mismatch What is the L2 port setting for IP phone and cont...

Page 22: ...d setting 10 100 Full Half Auto Fixed None Do the symptoms improve if the IP phone is set to auto and lock For controllers we recommend Access Port Mitel recommends setting Auto on phones In some unique PC network the IP phone may require to hard coding or setting to auto and lock mode Do the symptoms appear in hands free mode only or do they also occur via the handset None Are you using a headset...

Page 23: ...rmance Is there a pattern For example does the problem follow the phone Can you ping the IP phone None Have you noted any display information None Have you tried increasing keepAlives up to 1 minute via the System Administration tool registry entries None Do you have a complex network for example multiple nodes and or sites If yes a network topology diagram is required Can you obtain a packet capt...

Page 24: ...are in North America you can reach Technical Support at 1800 722 1301 or 1613 592 2122 If you are in any other region contact your local regional support service For regional contact information follow the below steps a Login to MiACCESS b Navigate to InfoChannel from the left panel A new tab is displayed c Select Mitel Worldwide from the drop down options d Scroll down and navigate to Services an...

Page 25: ... a technician is certified on the current product phone consultation support is free for emergency calls However if a technician is not certified emergency calls are charged at a higher rate per hour per incident The following situations are considered valid emergency calls Loss of redundancy in essential environments see Definition of Essential Environments Loss of essential services see Definiti...

Page 26: ... returned with a repair tag containing the following information The date the device is returned The site where the unit was installed The company name The product name The system serial number The software revision The assembly part number of the item being returned The assembly serial number of the item being returned this is a white sticker located on the card itself Any pertinent alarm error d...

Page 27: ...ontroller from a PC on a different subnet Initially you can only connect to the controller from the local subnet Before you can connect to the new controller from other subnets you must manually clear the router ARP cache or wait until the router ARP cache is automatically updated Refer to the latest 3300 ICP Release Notes for instructions Power cable is not securely plugged into the controller an...

Page 28: ...roller Use a straight through Ethernet cable PC Network Interface Card IP address not programmed Program the PC s NIC with the following settings IP Address 192 168 1 n where n is a value between 30 and 254 Subnet Mask 255 255 255 0 Maintenance PC on different subnet Configure maintenance PC on same the same subnet as controller Unable to establish communication with controller via maintenance PC ...

Page 29: ...ameter in the bootline of the E2T from 0x0 hardcode to 0x40 DHCP If any IP addresses remain on the E2T at inet on ethernet host inet or gateway inet the E2T will use them and will obtain the rest of its parameters from the DHCP server When changing the flag from 0x0 to 0x40 on E2T ensure that you blank out ALL IP addresses in the bootline of E2T Refer to Programming the E2T via a Debug Cable or Se...

Page 30: ...m restarted If the E2T still fails to boot on the Linus shell enter e2tcardConsoleStart The E2T VLAN is reset when the system is restarted If the E2T still fails to boot on the Linux shell enter e2tCardConsoleStart Log into the E2T card as root and then set the VLAN to the proper value by performing one of the following two methods If the E2T card cannot boot enter the following command in U boot ...

Page 31: ... Troubleshooting Licensing and Optioning Symptom Possible Cause Corrective Action License and Option Selection error The System ID or i Button has not been installed Install the SysID module or I Button Verify that the I Button can read The I Button hardware ID value is found in the System Administration Tool Click Licenses License and Option Selection and look at the hardware ID If the hardware I...

Page 32: ...with the AMC because of network system configuration Inability to communicate with the AMC using specific protocols or ports due to router or firewall configuration Refer to Mitel Knowledge Base Article HO1318 Cannot move licenses after manual upgrade There is a specific procedure that you must follow to move licenses after a manual upgrade Refer to Mitel Knowledge Base Article 06 9999 00013 Docum...

Page 33: ...lidated System ID mismatch SDS is off Duplicate System Multiple DLMs Failure of timely synchronization with AMC Application Group is in license violation mode licensekeys or licensecert file is corrupt or has been tampered with Correct the license violation event The system is generating Minor license violation messages in maintenance logs alarms and the ESM interface pop ups on multiple forms and...

Page 34: ...ttempt has been made to over allocate a license that cannot be over allocate e g an ACD Active Agent license Correct the license violation event The system is generating Critical license violation messages in maintenance logs alarms the ESM interface pop ups on multiple forms and banner status messages the Desktop Tool and device displays The Major level license violation escalation timer has expi...

Page 35: ...t uncorrected For this to happen the Critical level license violation escalation time must expire 36 days after the original event provided either a number of licenses that have been over allocated must exceed 5 of all purchased licenses the system is a Virtual Controller that has not synchronized with the AMC for more than six months Correct the license violation event AMC Synchronization Trouble...

Page 36: ...m 1 If the test PC does not have the same subnet gateway and DNS settings correct them to meet the customer network s requirement 2 If ping test fails Verify if DNS setting is correct Note The ping test may fail due to Echo Reply may be blocked by the firewall If the ping test fails due to the blocking of Echo reply by Firewall one should proceed with Step 2 You must verify DNS is correct Note The...

Page 37: ...ecision to go to Step 3 Test PC running SI can be in different subnet than 3300 platform as long as there are network connectivity between SI PC and 3300 platform If ping test fails verify if DNS setting is correct Note The ping test may fail due to Echo Reply may be blocked by the firewall If the ping test fails due to the blocking of Echo reply one should proceed with Step 3 Step 3 Verify AMC se...

Page 38: ...itel amc comFor Result 3a confirm that the telnet session is established with the response of SSH 1 99 OpenSSH 3 7 1sp2 see figure 1 For Result 3b confirm that the telnet session is established with just cursor _ response when enter key is pressed see figure 2 If the telnet session is closed immediately please check typo i e register mitel amc com sync mitel amc com Decision to call AMC support If...

Page 39: ...enter ARID TIP ESM cannot be accessed until SI performs the initial license Adding Local Route is a MUST to allow internal network within 3300 Atlas to forward externally Correction Action if ARID is entered via MSL On MSL server manager deactivate the service link from ServiceLink Status On AMC clear the hardware ID associated with ARID Reboot the server and then license via SI Note This procedur...

Page 40: ...sure the local route is added before any AMC sync is attempted Step 6 For regular Mitel Platform Mxe Cx Tip If this a new installation upgrade action Make sure DNS is programmed in ESM confirm ARID is entered correctly in ESM or SI if applicable confirm ARID has all the options required Login to AMC account to verify If sync fails confirm Hardware ID for ARID is correct If not clear hardware id fr...

Page 41: ...er SI or ESM to perform AMC sync after the installation is complete If failed confirm Hardware ID for ARID is correct If not clear hardware id from AMC and perform a re sync If it is partially failed and all license option returns with 0 in ESM or SI after ARID was taken please verify if software assurance in AMC is expired or not Step 7 For ISS isolation before AMC sync Tip Document Version 1 0 3...

Page 42: ...before attempting AMC sync If sync still fails collect MCD logs first and contact Product Support for further assistance Confirm if tenant 0 is running by entering on MSL var log atlas tenant0 current or sv status tenant0or collect MCD logs looking for atlas tenant0 current Step 8 For general AMC issues Tip If this is upgrade from MCD 4 0 to MCD 4 1 or higher please make sure that you compare AMC ...

Page 43: ... Software installer and zip up all contents and send to Product Support for analysis if required Provide ARID IP address of the controller date of incidence and AMC option summary of ARID With SI running 10 0 x x or belowC C Program Files Mitel Mitel 3300 ICP Software Installer Right click Mitel 3300 ICP Software installer and zip up all contents and send to Product Support for analysis if require...

Page 44: ...cal route in this example 10 0 0 0 8 with router 10 37 36 1 is added In this example internal 3300 network must be added for the internal 3300 Atlas network to forward out of the local network via 10 37 36 1 Figure 3 MSL Server manager setup for AMC sync Document Version 1 0 Troubleshooting Guide 38 ...

Page 45: ...Figure 4 DNS setting on MSL server manager ...

Page 46: ... for LED state information Verify that the IP addresses reserved for the hardware units are not used elsewhere on the system See the Installation Planner chapter in the Technician s Handbook for a list of the IP addresses that are reserved for the Analog Main Board AMB ASU and ASU IIs For phone related issues is the problem occurring on a single phone on a group of phones of a specific type for ex...

Page 47: ... E2T card has no IP address If you are using the controller s internal DHCP server for the E2T ensure you assigned a static IP address to the E2T using the correct MAC address see Configure the Layer 2 Switch in the Initial Setup chapter or the Technician s Handbook for instructions If you are using an external DHCP server for the system verify that options are programmed correctly see Configuring...

Page 48: ...o the E2T card as root and then set the VLAN to the proper value by performing one of the following two methods If the E2T card cannot boot enter the following command in U boot setenv vlan x saveenv If the E2T card does boot but cannot load E2TLX enter the following command from the Linux shell fw_setenv vlan x E2T card is defective Attempt to access the E2T serial port using the following proced...

Page 49: ...dbook for instructions DSP licenses are enabled but not enough DSP resources are available to support compression requirements Install required DSP modules See Increasing DSP Resources in the Installation Planner chapter of the Technician s Handbook for instructions DSP Status Faulty circuit on DSP module Replace DSP module DSP Card Status DSP card is defective For a defective DSP module ensure th...

Page 50: ...ases the primary drive has a sector error while the secondary drive is fault free TDM Clock Stratum 3 clock module in controller has failed Replace Stratum 3 clock module Temperature Temperature in the system is getting too high System has overheated Cool down system to clear alarm SFT Zones System Fail Transfer zones have switched into SFT mode Determine cause for switch to SFT mode SYSID Mismatc...

Page 51: ...led component A minor Fan Power Supply or RAID alarm in the MXe III means that only one of the components has failed A major alarm means that more than one component has failed See the Technician s Handbook for hardware replacement procedures Document Version 1 0 45 Troubleshooting Guide ...

Page 52: ...on ethernet host inet or gateway inet the E2T will use them and will obtain the rest of its parameters from the DHCP server For information and guidance for correcting this problem refer to Programming E2T via Debug Cable or Secure Telnet in the Technician s Handbook E2T fails to initialize RTC is set up with a different virtual LAN vlan From the RTC shell or the E2T VxWorks shell remove the vlan ...

Page 53: ... Layer 2 IP address is not programmed Use port 1 to access the MXe III controller Then launch the System Administration Tool and program the Layer 2 IP address Audio problems from IP to IP or IP to TDM E2T is unable to communicate with devices off its subnet If the problem is IP IP or IP TDM Check the default gateway on all components involved in the call that is having audio problems For example ...

Page 54: ...ets flooded with network traffic while attempting to boot One of the disk partitions has a corrupted file system Other reasons 1 In the serial console press the ENTER key one or more times until the system displays the password prompt Give root password for maintenance or press Control D to continue 2 Enter the password for the root user and press ENTER If you have entered correct password you sha...

Page 55: ...failed with the reason the Superblock last mount time for a partition is in the future compared to the current time systemctl status full systemd fsck If the current time is in the past proceed with the next step to correct both the system time and the time in the RTC If the current time is not in the past it is possible that one of the disk partitions suffered a file system corruption in this cas...

Page 56: ...resh install gets you to the EULA screen on the serial port it means that the issue has been resolved After you log in to the Server Manager go to the Date time panel and verify the date time settings and the time zone We recommend that you enable the Network Time Server if you have access to one 4 Execute the dmesg command and analyze the output If you see sched RT throttlingactivated soon after ...

Page 57: ...r is pointing to your system If it is configure it such asit does not point to your system while it is booting UpgradetheMiVBsoftwaretoa release that has afixforthisissue 5 If high network traffic or theiButton s Real Time Clock being in the past are not the issues the possible cause is a file system corruption on a disc partition most likely the vmail disc partition Run the fsck command manually ...

Page 58: ...w boots fully or in the case of a fresh install gets you to the EULA screen on the serial port it means that the issue has been resolved After you log in to the Server Manager go to the Date time panel and verify the date time settings and the time zone We recommend that you enable the Network Time Server if you have access to one Document Version 1 0 Troubleshooting Guide 52 ...

Page 59: ...igure 2 If you have modified the default baud rate 9600 then set the baud rate to the recommended default value See Maintenance Modify Default Baud Rate of the System Console 3300 ICP Controller in the Technician s Handbook 3 If you are using a terminal server for example LANTronix SLC32 to access your controller s serial port remotely over the network then verify that the terminal emulator applic...

Page 60: ...ing voltage cycling Refer to Mitel Knowledge Base article 05 4409 00008 Voice calls on ASU have an echo Faulty programming Ensure that the ARS Call Progress Tone Detection form for the analogue trunks is programmed correctly and ensure that the Tone to Detect entry is left blank i e no tone to detect If the Tone To Detect entry is set to detect a tone it may cause echo Document Version 1 0 Trouble...

Page 61: ...ming for the link descriptor that is assigned to the embedded PRI Framer module For T1 only B8ZS Zero Code Suppression Yes Operation Mode DSX 1 or CSU CSU Tx Line Build Out dB This T1 parameter ensures reliable operation of the network Select from 0 7 5 15 or 22 5 dB Your carrier can advise you of the correct setting The default is 0 dB DSX 1 Line Length Ft 0 133 feet Extended Super Frame No Inver...

Page 62: ...or E1 only 90 of E1 service providers in Europe require that you set the CRC 4 Enabled option to Yes Please consult with your service providers for proper settings Note For DASS DPNSS E1 set the CRC 4 Enabled option to No Document Version 1 0 Troubleshooting Guide 56 ...

Page 63: ... not programmed After a digital link has been programmed you must use the ISDN Protocol form to program the protocol type System Configuration Trunks Digital Trunks ISDN PRI T1 Protocol Assignment As soon as a protocol is assigned a STAT of the card will show a valid state such as not seizable or idle DSP card or module Card fails to come out of reset Both PostSoftware and PostMaintenance logs are...

Page 64: ...eplace the card completely This card only needs to be immediately replaced if it is the only card DSPs being used for Telephony If it was being used for Telephony but there are still DSPs left in the system this is still fine but the user may be traffic limited until it is replaced DSP Card or Module DSP Run Time Access Fault These are mostly exceptions that either produce an XRTC file or simply p...

Page 65: ...TC and PostSoftware logs DSP Overflow Error If these occur the DSP will be taken out of service and a DSP Status alarm is raised If this happens and it is a HW problem it should be repeatable Remove and re seat the card Power on Look at the connectors for bent pins etc Note Ensure that the screws are not over tightened Over tightening of one side can cause the other side of the connector to rise u...

Page 66: ...hone Symptom Probable Cause Corrective Action Any No calls are being received Programming error Check the programming to make sure the calls are not forwarded or rerouted elsewhere automatically by the system Class of Service Options Assignment to make sure the programming allows incoming calls Document Version 1 0 Troubleshooting Guide 60 ...

Page 67: ...e type of calls the user is trying to make Check the programming on the system for that extension Look at the Class of Service and Class of Restriction Assignment in particular Check to see if the number dialed is using a route list or plan If it is then check the Class of Restriction of the routes in the route list or plan Note Before you change Class of Restriction to enable chargeable calls mak...

Page 68: ...using the problem One User Ensure that it is not a hardware or wiring issue Any An internal caller does not get a busy signal when calling a busy internal station A busy signal is not returned to the caller when the call is immediately camped onto another internal station that is in the busy stated This can be caused by the Class of Service COS option Auto Camp on Timer being set to 0 zero In the ...

Page 69: ...e name and extension number are correct The users number against that of the person people are looking for If the numbers are similar then it is possible that people are dialing incorrectly Changing the users extension number maybe an option That the person being called has not call forwarded or rerouted calls to the user who raised the complaint in error If the calls are for different people try ...

Page 70: ...lue other than 0 i e 10 seconds By doing this the call still Camps On but only after the timer expires The Handset Volume Adjustment Saved parameter is set to No Set the Handset Volume Adjustment Saved parameter to Yes in the Class of Service Options form Any The volume setting saved on the handset is lost The set is dual mode and the volume was set at its maximum For hearing safety dual mode sets...

Page 71: ...ally the operator In the Class of Service Options form set the Multiline Set On Hook Dialing option to No Any Unable to put DID call on hold If you have Record a call Save Recording on Hangup enabled you won t be able to put DID calls on hold In the Class of Service Options form Disable Record a call Save Recording on Hangup ONS Sets ONS sets not ringing on an AX controller or ASU II Maximum numbe...

Page 72: ... Tone Multiple possible causes See No Dial Tone Analog or DNI Phone Display Phones Display phone that receives an incoming call transferred from another station does not shown name or number for incoming calls Instead the final answer point displays the transferring party information Calls which into the system over ISDN using 4ESS protocol do not deliver name or number on the display Refer to Mit...

Page 73: ...ow on the network Set s IP address cannot be reached Use the PING Packet Internet Groper on the IP telephone to determine whether the server s 3300 ICP DHCP and or TFTP IP address is accessible IP Phone IP Phone fails to boot DHCP programming Ensure that the DHCP server has been programmed with the correct information If a DHCP server is on the other side of a router from the IP phone then the rou...

Page 74: ...en sets with old firmware are added to a controller after it was upgraded to Release 7 0 For the sets to boot DHCP options 128 135 must be present in the DHCP server After the sets have booted options 128 135 may be removed to avoid future conflicts with standardized or other vendors use of these options If the IP telephone displays TFTP LOAD FAILURE verify that the TFTP Firmware DSP and Main soft...

Page 75: ...ng this phone to system B will cause it to fail and it will be stuck at lockout or PIN in memory Ensure that the site is using IP clustering before following these steps to clear the memory 1 Clear the PIN registration code and the extension from the flash memory of the IP phone by pressing the key for a few seconds while powering the IP phone 2 After the flash memory is clear the IP phone will pr...

Page 76: ...ware to 4 0 0 26 52xx phones Upgrade firmware to 2 5 0 5 Dual Mode phone fails to boot up Dual mode phones may fail to boot up for two different reasons 1 Cisco Discovery Protocol CDP is not supported in certain loads 2 You cannot downgrade the Boot Loads in dual mode sets and they are not compatible with the Main Load in 5 0 5 5 Refer to Mitel Knowledge Base article 04 5173 00019 IP Phones Dual M...

Page 77: ...2 IP Phone Registration on page 86 Phone Connection on page 95 Phone Audio Quality on page 98 3 4 1 Issues with Specific Models Table 12 Specific Model Troubleshooting Phone Symptom Probable Cause Corrective Action Only the left handset is functioning The right handset is not operational Directory number is not assigned to the 5560 IPT Slave In the 5560 IPT Master Slave Association form assign a S...

Page 78: ...xample ringing or receiving calls and the user experiences a momentary interruption in audio reception The 5207 IP Phone has 14 programmable keys the SpectraLink wireless set has 13 line select keys If you program Direct Station Select DSS or multiline key appearances with audible ring type into any of the programmable keys on these phones users may experience audio interruption during calls This ...

Page 79: ...Server setup To resolve this problem you have two options Option A 1 In your DHCP server program Mitel proprietary Option 135 Proxy Server as String type and enter a socket value in the format of ip port For example 192 168 1 4 3128 where 192 168 1 4 is the IP address of the MSL server and 3128 is the http proxy port 2 Reboot the webset to get the new DHCP option Document Version 1 0 73 Troublesho...

Page 80: ...will not function If you attempted to use the 5x40 phone Visual Voice Mail feature before enabling the COS option HCI CTI Tapi Monitor Allowed the phones will not function even after you enable the COS option Refer to Mitel Knowledge Base article 04 3849 00010 5224 IP Phone After reset of phone phone display stuck at Upgrade part 3 14 Do Not Power Down If you reset a phone during its upgrade proce...

Page 81: ...ported hardware revisions Refer to Mitel Knowledge Base article 04 3849 00863 for the minimum required hardware revisions 5330 5340 5360 IP Phone No audio streaming to the corded handset 5330 5340 running firmware 1 6 2 4 or higher 5360 running firmware 3 0 2 10 or higher Set not set up for handset operation Do either of the following 1 Unpair the Cordless Handset see 5330 5340 User Guide for inst...

Page 82: ...g 802 1X Authentication A 5215 Dual Mode or 5220 Dual Mode IP Phone Phone fails to boot up Set display shows Port Access Failure Rebooting 802 1X port authentication is enabled in network IP phone is not configured with correct username and password Check the username and password of the IP phone in database of the RADIUS server Configure the correct username and password in the IP phone See Confi...

Page 83: ...PC OR Disable 802 1X support in the PC if enabled OR Ensure RADIUS EAP is EAP MD5 5330 5340 or 5360 IP sets Phone loses all application features and labels after the set is rebooted or after the 3300 ICP IP address is changed The controller address does not match the ICP PBX assignment 1 Program Network IP address in the ICP PBX Networking form to match IP address of the local controller 2 Reboot ...

Page 84: ...s with VLAN ID of N where N is a value from 1 to 4096 Reconfigure network on the basis of the following rule of thumb If VLAN ID and Priority are assigned to DHCP option 125 L2 port is expected to send and receive Tagged frame with VLAN ID In Cisco term L2 port is configured as a Trunk port Examples and solutions to some of the network misconfiguration Case 1 L2 port setting to which 53xx is conne...

Page 85: ...overy The DHCP server responds with a DHCP offer tagged with VLAN N In a typical VLAN aware device all outgoing incoming frames are expected to be tagged DHCP option 125 is configured with VLAN ID of N and priority of N Solution Remove the VLAN ID from DHCP option 125 or Make the L2 port and access port tagged for VLAN N Case 2 L2 port setting to which 53xx is connected Access port untagged for VL...

Page 86: ... option 125 is configured with native VLAN ID of 1 and priority Solution Remove VLAN 1 and priority from DHCP option 125 5310 Conference Unit 5310 Conference is not working with 5220 DPLite Dual Mode IP phone The symptoms are when a user pushes the side control button the saucer flashes but does not work Side control defective Refer to Mitel Knowledge Base article 06 5191 00067 Document Version 1 ...

Page 87: ...ddress Ensure that the server is configured with MiVoice Business FQDN and matching IP address 69xx IP Phones Accessing the corporate directory from the Contacts application fails with the one of the following messages 1 Directory Import Failed 2 Not Available Please contact your Administrator Incorrect configuration in MiVoice Business A Message Directory Import Failed In Network Elements form ch...

Page 88: ...Probable Cause Corrective Action Power unit is plugged in but does not power up No power at outlet OR faulty power outlet OR faulty power cord 1 Plug a known functioning device in the power outlet 2 Verify that the power outlet protection circuit has not tripped 3 Verify that the voltage of the power outlet is within specifications 4 Verify that the Power Unit power cord works correctly including ...

Page 89: ...you are using a standard UTP Category 5 6 or 6e cable with 8 wires 4 pairs 2 Verify that you are not using a crossover cable 3 Verify that the connections for the port pair both correspond to the same IP device and that the port connections are not reversed 4 Verify that the cables connected to the Data In and Data Out ports correspond to the same IP device 5 Connect the IP device to a different p...

Page 90: ...able with 8 wires 4 pairs 5 Verify that the cable length between the Power Unit and the IP device does not exceed 100 meters 6 Verify that you are not using any crossover cables 7 Verify that the Power Unit is connected to a switch hub with a good RJ 45 patch cord connection 8 Connect the IP device directly to the Power Unit using a short cable If the device works normally the original cable or on...

Page 91: ... original ports is probably faulty or there is a bad RJ 45 connection 6 Unplug the IP device and verify that the Power Inactive LED turns OFF If it does not the port is probably faulty or the RJ 45 socket is shorted IP device powered correctly but Power Active LED is OFF Discharged capacitor in IP device OR wiring problem OR missing Faulty local power adapter OR faulty port Re connect the IP devic...

Page 92: ... controller after it was upgraded to Release 7 0 For the sets to boot DHCP options 128 133 must be present in the DHCP server After the sets have booted options 128 133 may be removed to avoid future conflicts with standardized or other vendors use of these options 2 If you still can t fix the problem collect the following information and then call Mitel Technical Support Is the problem with the l...

Page 93: ...erver NT server etc make sure that the option type is set to LONG 3 For a Cisco Router DHCP server make sure that the option type is set to hex and padded with 0s for example 0x00000002 for VLAN 2 4 For the controller internal DHCP server set the option type to numeric Existing data device owns the IP address 1 Check the IP address on the phone display 2 Disconnect the IP Phone 3 From a PC on the ...

Page 94: ... the corresponding subnet even though there are enough IP addresses 1 For a Microsoft DHCP server reboot the server 2 For the controller internal DHCP server disable DHCP and rebuild the scope L2 switch port is shut down or not configured properly 1 Check the L2 switch and ensure that the port is not shut down 2 Ensure that this port can access the DHCP server subnet that is access the port for th...

Page 95: ... option 130 is programmed as String type with value of MITEL IP PHONE prior to Release 7 0 in the scope of Voice LAN 3 For one DHCP server per VLAN ensure that option 43 or 125 Release 7 0 and later or 130 prior to Release 7 0 is defined 4 Verify that the proper VLAN ID is assigned in option 43 or 125 Release 7 0 and later or 132 prior to Release 7 0 One DHCP server for two VLANs network configura...

Page 96: ...n a stick configuration one physical with virtual sub interfaces 5 Ensure that the ports on both sides L2 switch and router are not shut down See Network Configuration Examples in the Typical Network Configurations chapter of the Technician s Handbook 6 If there is a physical interface on the router for each VLAN make sure that the L2 switch is set to correctly access port for the corresponding VL...

Page 97: ... the network 2 For a Cisco L2 switch verify that the L2 switch is access port Voice LAN 3 For an HP L2 switch verify that the L2 switch is untagged Voice LAN 4 If the router is involved make sure that the router s MTU is set to 600 or more Firmware on controller is missing or corrupted 1 Verify that the firmware ipp510bootenc bin etc is in the sysro tftp directory particularly if the user has manu...

Page 98: ...n 129 for earlier Releases is not programmed correctly Check Option 43 125 or 129 on DHCP to confirm that the IP address is programmed correctly RTC IP Address of controller Spanning Tree protocol is disabled It s used to provide location and location information for Emergency Services E911 Ensure Spanning Tree protocol is enabled Waiting for link The application server is broadcasting or multicas...

Page 99: ...OR Lost link to Server There is electrical interference Verify the power source and change the location of the power source Unable to register IP phones due to regproc trap Other symptoms once a regproc trap has occurred are as follows Can t reregister a phone that was already registered Can t log in hot desk users Phone stays up after deleting a MAC IP Phone has tried to register more than 10 tim...

Page 100: ...switch port for router interface is shut down or not configured properly 1 Verify which configuration you have see Network Configuration Examples in the Typical Network Configurations chapter of the Technician s Handbook for more information 2 Ensure the port s on both sides Layer 2 switch and router are not shut down 3 If there is physical interface on the router for each VLAN make sure that the ...

Page 101: ...nt calls License Violation displays on idle DNI and IP sets The controller is in System Lock license violation mode Correct the license violation event by reducing the number of over allocated licenses COR restricted 1 Identify the numbers dialed by the user then check the route used in ARS 2 Remove the COR number from COR group table in COR assignment used in the route OR Change the COR group num...

Page 102: ...lem with controller Perform a system check on the controller Sets cannot receive DID calls Non DID is enabled in Station Attributes form Disable non DID in the set s COS Set is not programmed In System Administration Tool program the extension accordingly Wrong wiring Check the wiring between the phone jack and the ASU ASU II AMB or AOB Faulty handset wire 1 Replace the handset cord 2 Replace the ...

Page 103: ...g digit conflict ANI DNIS number delivery trunk option is enabled in T1 trunk s COS Disable the ANI DNIS number delivery in the trunk s COS Dialing digit conflict Check the following forms for any potential dialing conflict Station Service Assignment Miscellaneous Assignment Feature Access Code Agent ID Assignment System Option Assignment Document Version 1 0 97 Troubleshooting Guide ...

Page 104: ... debug cable verify its settings see DHCP Configuration Settings in the Installation Planner chapter of the Technician s Handbook Note For IP Phone connection issues related to Resiliency see IP Device Resiliency 3 4 5 Phone Audio Quality Note Use the Configuration Debug Menu on display IP phones to view Version Network Telephony DSP Connection Browser Config memory Stats details for more informat...

Page 105: ...nt Handsfree on the far end Ensure that neither device is using handsfree Some handsfree phones only operate at half duplex Packet loss jitter via network 1 Identify the speech path between the two end points including router switch WAN in the audio stream 2 The network administrator needs to apply QOS TOS to minimize jitter over slow speed interface T1 Frame Relay etc and give voice traffic prior...

Page 106: ... port settings or faulty cable or faulty port 3 Make sure that the IP Phone is not plugged into a HUB Compression zone enabled Compression will save bandwidth but may cause noticeable clipping If not sure disable compression to see if it makes a difference Router s CPU is exhausted or congested Router may be running excessive filtering The network administrator may need to monitor the performance ...

Page 107: ...Mode Full DX Flow Control Enabled Voice VLAN Tagged 3 If you change these fields to fixed settings you must also set the IP phones to use the fixed settings You change the IP phone settings through the Configuration menu See Access Configuration Menu on Single Mode IP Phones 4 In the Configuration menu select Hardware Config and then select Modify Port Setting and modify the settings Echo occurrin...

Page 108: ...ut signal should be 15 dB If it is too high 5 dB for example echo may result If this is the case keep an echo log to isolate the problem Network jitter issue If the problem only occurs between IP devices check network jitter issue above Loop Start LS Trunk settings If the problem occurs on phones that are connected via Loop Start LS trunks use the Line Quality Measurement form in the System Admini...

Page 109: ...recommended settings for the Duplex Mode field and the Flow Control field is Auto 4 If the network requires fixed settings use the following State Enabled Speed 100 Mb Duplex Mode Full DX Flow Control Enabled Voice VLAN Tagged 5 If you change these fields to fixed settings you must also set the IP phones to use the fixed settings You change the IP phone settings through the Configuration menu see ...

Page 110: ...external trunk 1 Identify the path between the two end points and verify if Trunk is always involved 2 Check with Telco to see if the trunk is within specs On a typical T1 the input signal should be 15 dB If it is too high 5 dB for example echo may result Keep a log to isolate the problem There is an audio path between the users as well as between the phones Provide better acoustic shielding betwe...

Page 111: ...ght controller 1 Check DHCP lease to confirm if an expected IP address is assigned to TKB 2 If not assigned properly ensure that you enter the MAC address of TKB properly in the Multiline Sets form in System Administration Tool 3 Recycle the power of the TKB to ensure that the TKB is reloaded properly 5550 IP console fails to register red LED is lit on TKB Console PC does not have the proper IP ad...

Page 112: ...istered and IP console is reinstalled Delete the MAC address from IP Consoles form and then re register using the IP Console Configuration Wizard Start MN5550 IP console Tools Note Do not reinstall the IP Console software unless you need to new installation corrupted software etc You should always use the Configuration Wizard to register to a different controller 5550 IP Console fails to launch Us...

Page 113: ...11 and 1606 5550 IP Console stops working due to a pop up error message that indicates that the console could not be started due to missing configuration settings In a resilient configuration the primary controller has failed over to the secondary but the IP Console has not be configured as resilient that is it is not configured on the secondary controller You must configure the 5550 IP Console on...

Page 114: ...oubleshooting Tips Always make a database backup before and after major database changes For troubleshooting issues that arise when you are using the MiVoice Business Software Installer Tool see Tools and Embedded Applications on page 192 For licensing issues see Licensing 4 1 System Software Note In the event of a system failure collect the system error logs before contacting Product Support Refe...

Page 115: ... licenses or IP device licenses from the License and Option Selection form always perform a DBMS Save prior to rebooting to prevent the loss of the database System is not processing calls and appears to be locked up Software issue 1 Run System Diagnostics For MXe III MXe III L controllers only Locate the remote alarm On Off button next to the alarm relay connector on the front of the 3300 ICP cont...

Page 116: ...he MiVoice Business virtual machine through an SSH session 3 Execute the following command cd usr libexec mimx 4 Execute the following commands mimxservermgt sh p mivbservermgt sh p Executing these commands displays the entries in the mimx and MiVoice Business database including all passwords Cannot log in to the System Administration Tool for the 3300 ICP Controller Forgot the login credentials S...

Page 117: ...0 instances require a newer BSL patch to perform flash upgrade Run the following commands 1 mcdDebug sys430UseNewBslPatch 1 2 mcdDebug sys430UseHighBaudrate 1 3 mcdDebug Upgrade_430 For the changes to take affect the system must be restarted Document Version 1 0 111 Troubleshooting Guide ...

Page 118: ...echnician s Handbook Release 9 1 and execute the disablemivb command followed by the reboot command to disable the MiVoice Business application 2 After the system reboots the MiVoice Business application remains disabled Log in to the Server Console through the terminal emulator application as the admin user and select the Configure this server option to configure the server see Maintenance Config...

Page 119: ...haring from select VM Mailboxes and set Share Form With as None in case of a non resilient deployment as Resilient Pairin case of resilient deployment 2 From the MiCollab shell run the following command to restart sdscc sv restart sdscc 3 After the sdscc service has started from the MiCollab shell run the following command to restart mom server sv restart mom server 4 After the mom server has star...

Page 120: ...e virtual machine 5 Power down the virtual machine 6 In the Hyper V Manager select the virtual machine and click Settings 7 In the left pane expand Network Adapter and click Advanced Features 8 In the right pane under MAC Address select Static and enter the current MAC address 9 Click OK 10 Power on the virtual machine 4 2 Unable to Perform Full Manual Installation of an ICP3300 Controller Overvie...

Page 121: ...equence from the serial port Maintenance port by pressing the SPACE key three or more times consecutively within 7 seconds at the following prompt Press SPACE key three times within 7 seconds to stop autoboot 4 At the U Boot command prompt run the following command to print your U Boot configuration run ubootprint print vlan print baudrate 5 Copy and save the values of your U Boot configuration to...

Page 122: ...within 7 seconds to stop autoboot d If the value of vlan variable is different from the default value 1 execute the following command from the U Boot command prompt and replace x with the value of the vlan that you printed in the step 4 and recorded in step 5 setenv vlan x e Continue with the step 8 knowing that you will have to change the default values to the values you have displayed in the ste...

Page 123: ...Overview You must Recover the system through the Server Manager if the MiVoice Business software is unable to boot from the HDD or SSD of your 3300 ICP Controller the MiVoice Business application fails to boot several times In this case the error message Detected several incomplete MiVoice Application reboots The MiVoice Business services are currently disabled A manual reboot is required after th...

Page 124: ... the MiVoice Business system from Active and Inactive Partitions 5 If the system is able to boot the MiVoice Business software after the swap sync the system licenses with the Application Management Center AMC server through the Server Manager ServiceLink Status 6 After syncing system licenses with the AMC server upgrade MiVoice Business to the required software version through the Server Manager ...

Page 125: ...to Recover the MiVoice Business system from Active and Inactive Partitions 6 After syncing system licenses with the AMC server upgrade the MiVoice Business system to the required software version through the Server Manager if needed ServiceLink System Upgrade 7 Restore the most recent database using the Server Manager Administration Restore 4 3 3 Recover the System through the Maintenance Port Ove...

Page 126: ...If the settings and connections are correct power the controller off and power it back on after 30 seconds You should observe the following reboot sequence U Boot 2015 10 Oct 25 2018 23 03 29 0400 cxii 1 0 2 3 Reset Status CPU e300c1 MPC8360EA Rev 2 1 at 396 MHz CSB 264 MHz Board Mitel CX II U Boot 2015 10 Oct 25 2018 23 03 29 0400 cxii 1 0 2 3 Refresh UBOOTROM Watchdog enabled DRAM Configuring DD...

Page 127: ...system to the required software version through the Server Manager if needed ServiceLink System Upgrade 9 Restore the most recent database using the Server Manager Administration Restore 4 3 4 Password Recovery for 3300 ICP Controller Overview If you are unable to log in to the Server Manager or the system SSH or the Maintenance port then you must perform a password recovery Before you Begin Ensur...

Page 128: ...ACE key 3 times within 7 seconds to stop autoboot The system displays prompt when the auto boot sequence stops 4 At the U Boot command prompt run the following command to modify the value of the bootcmd variable setenv bootcmd run load_ata_resetpasswd 5 Run the following command to check whether the bootcmd variable has been modified successfully print bootcmd The output of the above command shoul...

Page 129: ...using the new credentials 4 3 5 Unable to Recover the MiVoice Business System from Active and Inactive Partitions If you are unable to recover the MiVoice Business software from both the active and inactive disk partitions it might be due to disk corruption or disk failure To resolve a disk corruption issue see Software Installation Software Installation on 3300 ICP Controller Install System Softw...

Page 130: ...the System Administration Tool as the system user then you can reset the password for system Procedure 1 Log in to the system through SSH for example through PuTTY as the root user 2 Run the following command to reset the system password mcdDebug ResetLoginPassword system 3 Press CTRL C to exit the mcdDebug shell 4 Run the following command to log out of the system logout Document Version 1 0 Trou...

Page 131: ...enerated Backup process has failed message displayed in Sche duler Event Details Failure to create a tar file du ring the backup If possible select an alternate backup device or make room on the desired backup device If there is a hardware issue with the drive replace the drive Backup restore failure only fail to FTP files between PC Note If Java Plug in console view is enabled you should see the ...

Page 132: ...link to download the identitydb obj file to the Maintenance PC Save the file in For Windows NT WINNT Profile username For Windows 2000 Documents and Settings username Backup restore applet is not trusted identitydb obj not in right directory Verify the file is in the correct username profile the profile used to log onto the PC Backup restore applet is not trusted identitydb obj has wrong extension...

Page 133: ...s of the hunt group pilot number to be greater than its RAD group numbe rs When the system backs up or restores Hunt Gr oups it does so in the order of the leading digits of the hunt group pilot number See Hunt Groups in t he System Features book of the System Administra tion Tool online help Unable to restore database Attempting to restore a data base from an AX Controller to a different type of ...

Page 134: ...roups are missing from the database after the resto re If the Extended Agent Group option is enabled and you ha ve more than 128 agent skill groups programmed when you perform a database back up only the first 128 groups are saved Only the first 128 agent groups were saved to the database backup Manually reprogram the missing agent groups If you still can t fix the problem call Technical Support M...

Page 135: ...ermine the space on last backup file run the following commands vmail du hs vmail temp Sample System Output 5 3G vmail temp For example the backup file size is 5 3 GB Note down this value under the Backup File Size column Note If there is no backup file then use 0 as the value 7 To determine the available free space run the following commands vmail df h vmail Sample System Output Filesystem Size U...

Page 136: ...ration Reverse Migration on page 130 U Boot based E2T card in MXe III cannot boot E2T8260 Image after Reverse Migration on page 135 4 7 1 Reverse Migration Reverse Migration of an AX Controller if the 16 GB CF is Unavailable or Corrupt During the migration of an AX Controller the Migration Tool instructs you to replace the current 2 GB 4 GB CF combo with a 16 GB CF Follow the reverse migration pro...

Page 137: ...ng the AX Controller card removing the 16 GB CF re inserting the 2 GB CF and the 4 GB CF into the slots Compact Flash 2 and Compact Flash 1 respectively re inserting the controller card into the chassis and powering up the system up Procedure 1 Power the controller down 2 Access the Maintenance port of the AX Controller See Maintenance Access 3300 ICP Controller through the Maintenance Port in the...

Page 138: ... Run the following command to verify and update bootline if needed bootChange Ensure that the partition number parameter is set to the partition number associated with the successful fatload command in Step 6 or Step 7 and that the file name is set to RTC8260 10 Reboot the system reboot The pre 9 0 MiVoice Business load that was running on the AX Controller before the migration attempt starts boot...

Page 139: ...e auto boot execute run the ubootprint command to verify boot parameters of the E2T card If the bootcmd parameter has the value run loade2t_dhcp then the E2T card was configured to use the DHCP protocol to get its networking configuration and boot image in this case bootcmd is the only boot parameter that matters on the E2T card If the bootcmd has value run loade2t_static then the E2T card was con...

Page 140: ...r message verify that you have configured E2T card s networking parameters correctly see Maintenance Configure U Boot Networking Parameters of the E2T Card Static IP in the Technician s Handbook E2T card downloads the E2T8260 image but cannot run it successfully For an error from the second category the E2T card downloads the E2T8260 image but encounters difficulty running it If the E2T card crash...

Page 141: ...covery Note In pre 9 0 MiVoice Business releases to access the E2T card s serial port from the printer port you must execute the redirectPrinter 3 command from the RTC card s shell first Alternatively you may access E2T card s serial port via secure telnet to RTC card s IP address port 2007 Once you get access to the E2T card s serial port press ENTER several times to check for any response If you...

Page 142: ...rd with IP address 10 38 72 231 is attempting to TFTP the file E2T8260 from the TFTP server 10 38 72 230 and error 1 means File not found indicating that the file E2T8260 was not found on the TFTP server 10 38 72 231 this could be because the IP address of the TFTP server is incorrect or the file is not in the sysro tftp directory on the RTC card ensure that you have copied the E2T8260 image from ...

Page 143: ...0000 This means that the card s bootloader has downloaded the E2T8260image and transferred control to it but the E2T8260image is stuck this in turn usually indicates an invalid bootline in FLASH To recover you must force bootline update by executing the following procedure 1 From the RTC card s shell reset the E2T card by executing the ToggleCpu 1 command 2 From the E2T card s serial port stop the...

Page 144: ...dministration Tool online help the feature is enabled in the Class of Service COS that has been assigned to the phone the Class of Restriction COR assigned to the phone is not preventing the feature from operating System timers are set accordingly to allow system to activate feature for example Camp on the feature access code is programmed in the Feature Access Codes form and you have entered the ...

Page 145: ... to a conference call on hold Functionality not supported None Not supported on system Not supported for trunk type Only PSTN calls on the following trunk types support alpha tagging LS Class T1 D4 T1 CAS T1 PRI T1 QSIG E1 PRI E1 R2 E1 QSIG and E1 BRI Alpha Tagging entries not programmed in Telephone Directory form Program alpha tagging entry for external telephone number Alpha Tagging Alpha taggi...

Page 146: ...er that provides the ISDN services is not delivering meter pulses for all applicable ISDN links Contact carrier Advice of Charge Not functioning The specific variant of Advice of Charge is not supported by the system Refer to Advice of Charge in the System Administration Tool online help for a list of the supported variants Auto Answer No audio over speakerphone Phone is not equipped with a speake...

Page 147: ...Auto Answer Refer to Phone Feature Matrix in System Administration Tool online help Call received from an incoming trunk where the set is programmed as the trunk s first answer point e g DID or DIL None Not supported Call received from a trunk that is not programmed to provide release supervision None Not supported Document Version 1 0 141 Troubleshooting Guide ...

Page 148: ...ure In some cases the SDS Synchronization can result in duplicate entries for Allow list and Deny list being created causing Allow list and Blacklist routing to fail The unique entry verification is done in the Caller Based Routing Service form rather than the Caller Recognition Service CRS form This might result in conflicting entires To remove the conflicting duplicate entries do the following 1...

Page 149: ...er See Tenanting in the System Administration Tool online help information on tenant permissions Call Forwarding CFFM or Call Forward No Answer not behaving as expected Set is a member of a Hunt Group The options for CFFM and Call Forwarding are set differently in the Hunt group COS than the COS of the set The Hunt Group COS or if no Hunt Group COS is programmed the COS of the first member of the ...

Page 150: ...how call forwarding active Call forwarding set up from associated Your Assistant application via MiTai event MiVoice Business cannot detect and identify this type of call forwarding features using Locate maintenance command If the call forwarding is no longer valid or required disable it for the IP set via YA Call History Calls not being logged The following calls are not logged by the Call Histor...

Page 151: ...its using the option Outgoing External Call Prefix For Applications in the System Options Assignment form Note This solution does not work if Call History is accessed via one of the following keys a Superkey Blue button on a 52xx or 53xx phone the redial key on a 69xx phone the call history key on a 69xx phone Caller name not displaying in Call History on 5140 5240 set for calls comes from NI 2 5E...

Page 152: ...roup are not updated with a directory number change after an SDS synchronization An SDS updates error is generated in the System Administration Tool to alert you that the change was not made on the remote elements You must remove a member from a clustered pickup group before you change the member s directory number otherwise the remote elements that host the clustered call pickup group will not be...

Page 153: ...h a conference Maximum number of conferences that you system can support has been reached Refer to the Conference feature in the System Administration Tool online help for the conference limitations for your 3300 ICP controller Cannot make conference call from single line set If COS option Call Waiting Swap is enabled user cannot make conference call from single line set This is because Call Waiti...

Page 154: ...rence a member of the conference has a party on Consultation Hold Ensure call conditions support the Conference Split feature the conference is on Hold a member of the conference has a party camped on members of the conference belong to the same Key System Group you are in select features or display mode there are more than three members in the Conference Document Version 1 0 Troubleshooting Guide...

Page 155: ...ng DID number matches the one for which CRS query was made Using CRSQUERY command verify the destination number for incoming DID number Multiple match partial match and conflict match in the CRS form Incorrect or no destination number is assigned to the DID number Monitor software audit logs for such scenarios Use CRS SHOW command to search the CRS database for DID internal DNs to find the matchin...

Page 156: ...as a call on soft hold i e transferring a call Ensure paged phone was not on soft hold when page was initiated The paged telephone is engaged in a handsfree call Ensure user was not engaged in a handsfree call when the page was made Phone user did not receive a Direct Page The user of the paged telephone is dialing a number when the Direct Page is received Ensure user was not dialing a number when...

Page 157: ...Telephone Directory form before you assign the DSS BLF key DSS BLF key In a clustered environment error logs related to the DSS BLF keys are being generated at the remote system The programming on the remote system is not complete Check that the DSS BLF keys are programmed in the Remote Busy Lamps form on the remote system If not complete the DSS BLF key programming on the remote system See the Di...

Page 158: ...key is used to place the call DSS BLF key set to Ring which provides single burst ringing In the Multiline Set Keys form set the DSS BLF key to Ring Cont Do Not Disturb Call rings set when DND enabled The calls are incoming external calls Do Not Disturb DND only stops internal calls from ringing a user s telephone and returns busy tone to the caller None Feature functioning correctly Embedded Unif...

Page 159: ...ures book in the System Administration Tool online help for feature programming System restrictions prevent the phones from connecting with each other Ensure that COR and interconnect restrictions allow the paging and paged parties to connect Number of supported IP Phones in the page group has been exceeded Group page Phone in Page Group does not receive page Insufficient E2T resources to support ...

Page 160: ...re Symptom Probable Cause Corrective Action Handset Receiver Volume Handset receiver volume setting is not retained between calls Handset Volume Adjustment Saved option is not enabled for the set Enable Handset Volume Adjustment Saved option in the COS of the set Microphone is obstructed Ensure that the microphone on the front edge of the telephone is unobstructed Background noise Minimize backgro...

Page 161: ... Call Save Recording on Hang up option in the COS of the set Incorrect Hunt Group Mode specified Ensure that the desired Hunt Group Mode Circular or Terminal is specified in the Hunt Groups form Hunt Groups Calls not ringing sets in expected order Hunt group members are programmed in the wrong order in the Hunt Groups form Ensure that the member directory numbers are entered listed in the Hunt Gro...

Page 162: ...mer in the user s Class of Service The default timer length is 10 seconds Inform user s to dial two digits 00 to 15 when paging a zone Message Waiting Indication The MWI lamps on ONS sets fail to light when a message is left even though the circuit descriptor is configured to provide MWI Programming incomplete or incorrect 1 Verify that the circuit is assigned an ONS OPS Circuit Descriptor that ha...

Page 163: ...n a network of PBX platforms where stations are programmed to have voice mailboxes off of a Message Server or Speech Server application which is centrally located at a main site the System Option Superset Callback Message Cancel Timer must be programmed to blank on all remote site PBX platforms Otherwise the MWI will be disabled once this timer expires Incorrect file format Save file in the follow...

Page 164: ...ion introduced when converting a WAV file from a high sampling rate to a low sampling rate The audio file cannot be located Verify that the audio file is not corrupted The system greeting audio file is in the wrong language Download a file in the correct language using the System Audio File Updates form Cannot download Audio Files to the 3300 ICP A system error log is generated Verify that you are...

Page 165: ...ccessfully restored a log is generated stating Connection for IP music source is restored 5 6 Features P to R Table 25 Troubleshooting Features P to R Feature Symptom Probable Cause Corrective Action PLAR is only configured at one end of the connection Configure PLAR in the same manner at both ends of the connection Private Line Automatic Ringdown PLAR Feature not functioning One or both systems h...

Page 166: ...ing Groups Calls to group not overflowing to programmed call overflow destination directory number The directory number programmed as the overflow destination is invalid unsupported directory number Program the ring group s overflow destination with a directory number from one of the following station DNs broadcast group DNs attendant console DNs system speed call number hunt group DN ring group p...

Page 167: ...up blocker in your browser In Windows Explorer click Tools Folder Options Click the File Types tab In the Registered File Types list select the XLS Microsoft Excel Worksheet type Click the Advanced button Clear the Browse in same window box Check the Confirm open after download box Click OK and then click Close Transfer Call cannot be transferred to an internal party Interconnect Restrictions prev...

Page 168: ...th a pause The digits proceeding the Pause are processed but the digits after the pause are not processed Pause in Speed Call is longer than the Inter digit Timer Shorten the length the pause or increase the Inter digit Timer in the Class of Service of the trunk Speed Call Personal User cannot store speed calls against index numbers User is trying store speed call number against single digit Index...

Page 169: ... a known working module or card to confirm For help with diagnosing digital trunk problems see Trunks In the System Administration Tool use the Line Quality Measurement Tool to test Loop Start Trunks that are connected to the AX Controller Card Chassis Analog Main Board Analog Option Board or ASU II Voice Quality Statistics form in combination with NetAlly must be purchased separately to identify ...

Page 170: ...k calls Answer point not programed Verify SMDR records to see which trunks have received incoming calls Verify that the answer point is programmed correctly and is functional Outgoing calls are dropping after a couple of minutes into the conversation The system is not receiving answer supervision from the central office and is timing out If the Central office cannot provide answer supervision on a...

Page 171: ...ibit until answer supervision after outpulsing to No Trunks are programmed but are appearing as unassigned with the STAT location ID command Card has not had the information downloaded to update the status of the trunks Power off and on the information to the ASU at an appropriate time Ring is not heard immediately when external phone calls on LS trunk An external phone that is connected to the LS...

Page 172: ...ith the Mitel Regional Sales office to find out the most appropriate setting for your region Incorrect Balanced Network Setting or Trunk Category in the Trunk Circuit Descriptor form for the trunk Use the Line Quality Measurement tool in the System Administration Tool to determine the correct settings Poor audio quality on LS trunk Inadequate system grounding Ensure that the Protective Ground on t...

Page 173: ... ITU T recommendation for the Send Loudness Rating SLR If the caller is using a cell phone that has a low SLR a user on the system will receive low audio This is an issue with the caller s cell phone Poor audio quality on LS Trunk on a UK site Incorrect subscriber line has been provided by the carrier To ensure that the correct lines are provisioned in the UK ensure that the Telco e g BT or carrie...

Page 174: ... commands to determine if synchronization is taking place If not use Net Set 1 to set off the first clock source or NET SET AUTO to select the best available clock source After you choose a synchronization clock source always use the NET SET AUTO command to confirm System is not Receiving Calls The DID trunk digit modification number on the Trunk Attributes form does not have anything programmed i...

Page 175: ...riptor Assignment and change the value in the field fake answer supervision after outpulsing to Yes Calls are connecting and the far end can hear us but we cannot hear them System is not receiving answer supervision immediately from the Central Office In the CO Trunk Circuit Descriptors form change the Supervision parameters in the value field audio inhibit until answer supervision after outpulsin...

Page 176: ... maximum number of incoming digits to 10 With option disabled the trunk can receive more than 10 digits Set ANI DNIS ISDN Number Delivery Trunk option to No in the trunk COS The COS of the incoming PRI does not allow Public to Public trunk connection In the COS of the incoming PRI trunk enable Public Network to Public Network connection allowed External forwarding of an incoming PRI call is not su...

Page 177: ...the CRC 4 is set to Yes In the Link Descriptor Assignment for the DASS link set the CRC 4 setting to No and then reset the controller If you alter the CRC 4 setting you MUST reset the controller to enable the new or changed setting Cannot dial international numbers when connected to DMS500 switch running DMS100 protocol System is connected to a DMS500 switch running DMS100 NI1 protocol and the ser...

Page 178: ...apes are seeing the numbers in the name portion of the caller as choice or extension number instead of a trunk call As a result the DID caller does not hear the auto attendant greeting and may hear other voice mail option or please enter your mailbox number prompt In the voice mail port s class of service set the following display ani isdn calling number only YES display ani dnis isdn calling call...

Page 179: ...t For embedded T1 E1 set the Protocol Variant via ESM as follows 1 Log into the System Administration Tool 2 From the Selection menu alphabetical view choose ISDN Protocol 3 Highlight the module required and change to Telecom Italia under Protocol Variant for Euro ISDN No ANI displayed when call is transferred over Q SIG from Mitel system to foreign PBX ANI missing from the CTCOMPLETE facility mes...

Page 180: ...ed PRI Links are not seizable Status LEDs show RED alarm Configuration or wiring Ensure that the ISDN cable is plugged into the correct RJ 45 port on the Dual T1 E1 MMC Verify that the ISDN cable is correctly wired Change the Termination Mode setting in the Digital Link Descriptors form either LT or NT This change takes about 30 seconds to take effect Embedded PRI links are not seizable Status LED...

Page 181: ... trunk set the Voice Encoding to Nil for T1 on NA or E1 on Euro controller High number of slips Configuration of Network Synchronization form Ensure that the synchronization source being selected is to a digital PSTN trunk like PRI or T1 D4 Outgoing calls fail with reorder tone Configuration error in ARS programming or ISDN Protocol form Enter the CCS TRACE maintenance command to ensure that the p...

Page 182: ...s Incoming Digit Modification Insert field is set appropriately for dial in trunks Access denied when calling out on a PRI trunk Programming error PRI and MSDN trunks are considered to be DPNSS by the system The Class of Service COS option Public Network Access via DPNSS of the dialing device must be set to Yes The default is No When dialing out on a PRI trunk the call is connected however no audi...

Page 183: ...ll Fraud on the MN3300 ICP Unable to forward an incoming PRI call to an external destination External forwarding of an incoming PRI call may not be successful for one of the following reasons Q Sig Private network access is enabled in PRI link descriptor For the link descriptor assignment used by the PRI link set Q sig Private network access to NO This option should not be enabled for normal PRI o...

Page 184: ...Embedded BRI calls fail and all Status LEDs on the Quad BRI Framer are OFF Configuration Verify embedded BRI is programmed properly in the following forms see also Program Embedded BRI in the online Help Controller Module Configuration Quad BRI Framer Configuration Link Descriptor Assignment Digital Link Assignment Protocol Assignment After the Digital Links form is completed the red Quad BRI Fram...

Page 185: ...s to take effect Ensure that the Manual TEI value is correct if required High number of slips Configuration of Network Synchronization form Ensure that the synchronization source being selected is not connected to a BRI terminal If there is a digital E1 trunk that should be used as the first synchronization choice Outgoing calls fail with reorder tone Configuration of ARS or configuration of Per C...

Page 186: ...set appropriately for dial in trunks 6 3 MSDN DPNSS Links Table 29 MSDN DPNSS Link Troubleshooting Symptom Probable Cause Corrective Action Embedded MSDN DPNSS calls fail and all status LEDs on the T1 E1 MMC are OFF Faulty configuration Verify embedded MSDN DPNSS is programmed properly in the following forms Controller Module Configuration Framer Configuration T1 E1 Framer Configuration Link Descr...

Page 187: ...s change takes about 15 seconds to take effect Embedded MSDN DPNSS links are not seizable and the green LED is ON Faulty configuration Ensure that the Address for Message Control field in the Digital Link Descriptors form is set appropriately either A or B depending on the far end If the configuration is correct wait for about 1 minute until the every circuit has finished negotiating with the far ...

Page 188: ...butes form of the Local system is programmed correctly but the form in the Remote system is not programmed correctly MSDN calls will succeed only from Remote to Local Calls made from Local to Remote will fail Outgoing calls links fail with re order tone Faulty configuration in ARS Ensure that the proper digits are being sent out get a ccs trace from the maintenance command window in ESM Also revie...

Page 189: ...rt is set appropriately for dial in trunks All calls on a link fail Faulty cable connections cable or card Check the status of the link by using the DTSTAT READ PLID maintenance command Check the cabling and cable connections Test with a back to back cable to prove the card Replace faulty cable or card Only some calls on a link fail Configuration errors in programming ARS programming error Digit c...

Page 190: ...tion Only calls to the central office fail Faulty programming Ensure the Class Of Service option of Public Network Access via DPNSS is enabled on the extension making the call and the for MSDN trunks Document Version 1 0 Troubleshooting Guide 184 ...

Page 191: ... Trunk Groups form contains a system number which exists in the XNET network Ensure that the PBX Number field in the IP XNET Trunk Groups form contains a PBX number that is correctly programmed on the Remote PBX The incoming signaling DID number at the Remote PBX may not match the correct local outgoing list The incoming voice DID number at the Remote PBX may not match the correct local outgoing l...

Page 192: ...ect restrictions must be set up incorrectly in the IP XNET Trunk Profiles form on the Local PBX the profile number must agree with the correct remote profile number and must have the correct profile setting Trunks Out of Service Check trunk status Trunk congestion Check that no trunks are Out of Service or MAN BUSIED Ensure you have enough trunks allocated for the expected call rate Wait till more...

Page 193: ...are Locked devices Devices on a system when in License Violation Phone Locked Can only dial an Emergency or an Attendant Trunk Attributes Dial In vs Non Dial In Program Dial in Trunk destinations or Incoming Direct Inward Dial digits to Absorb Insert Digit translation Verify that the call has been routed to the correct destination Dialing conflicts Verify that the call has been routed to the corre...

Page 194: ...ling to another system The called group has been marked as absent No one from the dialed group is available to attend the call Incorrect Local Profile Number Correct in the IP XNET Trunk Groups form on the Local PBX Incorrect Remote Profile Number Correct in the IP XNET Trunk Profiles form on the Local PBX Call does not have the correct service profile Incorrect Trunk Service Number or Interconnec...

Page 195: ... field in the XNET ICP PBX Networking form is not completed Complete the Max Number of VoTDM Calls field in the XNET ICP PBX Networking form One ore more of the following network features is not available IP Networking XNET Voice mail Networking System Type is Standalone Program the System Type as Enterprise in the AMC Document Version 1 0 189 Troubleshooting Guide ...

Page 196: ...IP address netmask Genmask IP address gw Gateway IP address 3 For a permanent solution Make sure that the route has a permanent static route to the remote IP trunk network Turn IP redirect off Turn on the routing protocol between local router and ISP router Unable to place calls between systems via IP trunks in a clustered redirected or resilient environment ARS Routes or PBX Number in the ICP PBX...

Page 197: ...element 2 Access the XNET ICP PBX Networking form 3 Increase Max Number of VOIP calls 6 6 SIP Trunking Table 32 SIP Trunk Troubleshooting Symptom Possible Cause Corrective Action When making a call in or out on SIP trunks the trunk number in the SMDR record is blank SMDR for SIP Trunks use the SMDR Tag field from the SIP Peer Profile form for the trunk number If this field is blank the trunk numbe...

Page 198: ...n Hot Desking Emergency Call E911 Support Embedded Voice Mail Networked Voice Mail Station Message Detail Recording System Management Tools Table 33 System Administration Tool Troubleshooting Symptom Probable Cause Corrective Action System Administration Tool Document Version 1 0 Troubleshooting Guide 192 ...

Page 199: ... Firefox All management tools depend on being allowed to set cookies to maintain session ID state login fails if cookies are not enabled If the management tool fails to launch Firefox 1 Click on the Firefox button and then select Options 2 Select the Privacy panel 3 Set Firefox will to Use custom settings for history 4 Make sure Accept cookies from sites is selected 5 Click Exceptions 6 Make sure ...

Page 200: ...dge 2 Click More Options and then click Settings 3 Scroll down and click View Advanced Settings 4 Scroll down to Cookies and select Don t block cookies from the drop down list Unable to log into System Administration Tool Group Administration Tool Desktop Tools or Visual Voice Mail phone application 5550 IP Console is running on Windows 98 operating system on the PC Close the 5550 IP Console appli...

Page 201: ...licenses The controller is in license violation mode Correct the license violation event Examples include License over allocation Missing Designated License Manager Missing Application Group Member Core Package capability exceeded License Keys cannot be validated System ID mismatch SDS is off Enterprise System Type Duplicate System Multiple Designated License Managers Failure of timely synchroniza...

Page 202: ...ed and then click Clear Now 4 Restart Firefox and attempt to reconnect to the MiVoice Business for ISS If problem persists switch to Chrome The Group Administration Tool displays a license violation message when you log in or out The controller is in license violation mode Correct the license violation event Script Error Error Message or a Dialog Fails to Appear If the computer that you are using ...

Page 203: ...en click Clear Browsing Data In Edge press CTRL SHIFT DEL select Cached data and files and then click Clear Data Add Change pop up window fails to refresh in Firefox After selecting URL in the window s Navigation Bar and pressing ENTER a message sometimes appears saying Please wait while the form is loading Data may reload but pressing Cancel fails to dismiss pop up Cancel Save and Preview buttons...

Page 204: ...wser displays a warning that the name in the certificate does not match the name of the site If the certificate is not installed a security window is displayed Firefox users must click I understand the risks followed by Add Exceptions disable Permanently store this exception and click Confirm Security Exception and then install the Mitel Root CA certificate as described in the next column The MiVo...

Page 205: ...g steps 6 Click the Firefox button at the top of the Firefox window and select Options Options or select it from the Tools menu if the Menu Bar is showing 7 Click Advanced Encryption View Certificates 8 Make sure the focus is on the Authorities tab and then click Import 9 Navigate to the mitelcert cer file you saved and click Open 10 In the resulting dialog box select Trust this CA to identify web...

Page 206: ...fter upgrading to MiVoice Business Release Release 7 1 attempts to log in the System Administration tool using FireFox 33 results in This connection is untrusted Firefox is blocking the Mitel Root CA certificate Restart Firefox System Administration Tool Online help is not available When you click on the help buttons in the System Administration Tool the help window displays 404 Page Not Found err...

Page 207: ...Not Found error Online help files are not installed either locally on the 3300 ICP system or remotely on a web server Install online help locally on your PC or remotely on a web server Locally 1 Copy the Documentation Help zip file from the 3300 ICP software CD ROM to the hard drive on your PC 2 Using WinZip extract the files to a folder on your PC 3 Open the sysadmin folder and locate the sysadmi...

Page 208: ... form enter the enter the URL to the location of the help files using the following syntax http IP Address of Remote Server help For example http 10 117 7 39 help where 10 117 1 39 is the IP Address of the remote help server 4 Click Save URL to the remote help files is entered incorrectly Enter the correct URL to the help files on the web server You enter the URL to the help in the Remote Help Ser...

Page 209: ...ata into the System Administration Tool CSV files generated by the Import Spreadsheet and subsequently modified using Microsoft Excel may cause errors after you import them into the 3300 ICP Use Windows Notepad or other text editor to edit the file or edit the original worksheet in the Import Spreadsheet and regenerate the Comma Separated Values A type of database file that separates data fields w...

Page 210: ...not be located Corrupted file Verify that the audio file is not corrupted Audio File is rejected Incorrect audio file specifications Verify that the audio file meets the required specifications see System Audio File Update form in the System Administration Tool System Greeting is in the wrong language Incorrect language file downloaded Download a file in the correct language using the System Audio...

Page 211: ... on PC running Windows 98 Missing required DLL file Obtain and install required DLL file Refer to Mitel Knowledge Base article 05 3849 01044 The required DLL file is attached to this article When you use IMAT to retrieve the database from the Universal NSU the database files do not appear to have been downloaded NSU is running as ISDN node Refer to Mitel Knowledge Base article 06 5104 00038 7 1 Au...

Page 212: ... which group to display and will not work To display the queue status for each group that includes that particular agent program a Specific Group Alert key for each group 7 2 Hot Desking Table 35 Hot Desk Troubleshooting Symptom Probable Cause Corrective Action When a hot desk user attempts to log in the following error message appears on the display of the IP phone Error feature failure Both the ...

Page 213: ...ut for the buttons and provide printed button templates for each ACD hot desk set Unable to log in to a 5560 IPT Set display shows Login failed due to an invalid dn DNs for both the HDU and the 5560 IPT are on different ICPs MiVoice Business systems If the 5560 IPT is resilient the 5560 IPT and the hot desk user DN must have the same primary and secondary Re assign DNs so that the 5560 and HUD are...

Page 214: ...on not fully supported for the device There are some exception cases whereby emergency calls do not trigger E911 local notification None Currently the following devices do not fully support Enhanced 911 E911 operation Hot Desk users IP consoles Teleworker Solution users Your Assistant and Your Assistant Softphone users Any other mobile IP phones or phones that are carried from location to location...

Page 215: ... that the emergency route is using the SIP trunk with the NG911 provider and not the trunks previously used for emergency calls 4 Validate that the SIP trunk is in service you can use the maintenance command SIP LINK STATE ALL a If the SIP trunk not in service review the Network Element form Configuration i Confirm the transport protocol used TCP UDP and TLS ii If MBG is used as a proxy make sure ...

Page 216: ...r details RedSky Monitoring Call History You can view a summary of the location information and by clicking the sip handset icon bring up the SIP Header information From there you can determine if MiVB sent the right information based on the device that is calling and or the location information that Redsky looked up 3 Confirm that the MiVB is configured properly to send the relevant information t...

Page 217: ... info FROM or PAI 7 3 1 4 Next Steps After you have gathered the information mentioned in the preceding section proceed with the following action plan 1 Start a packet capture in the MiVB by using the Maintenance Command SIP TCPDUMP ALL 2 Make a test call you can dial 911 or 933 for testing purposes 3 Stop the packet capture in the MiVB by using the Maintenance Command SIP TCPDUMP OFF 4 Retrieve t...

Page 218: ...l fails to start Monitoring the journalctl logs you will see the following Starting iPVM Version 9 2 1 4 Fatal error starting the voice driver iPVM stopped Voice Mail Did not start Successfully Obsolete DSP Quad DSP 21061 installed Replace with a Quad 21161 or DSP II depending on the platform and function they are being used for Notification is not enabled at the system level Enable notification i...

Page 219: ...ng before starting to record Waiting too long before ending recording When recording greetings and names start speaking immediately after the tone and press any key as soon as you are finished When outside callers reach the auto attendant and press 0 either no phones ring or the incorrect phone rings Mailbox 0 is not associated with operator s extension Check that mailbox 0 is correctly associated...

Page 220: ...uage is set to the same as the first language Set different language in the Default Language and Set Alternate Language To field The voice mail system is not responding after all 20 ports are programmed Voice mail application is not initialized on ports Restart the 3300 ICP system using the Reset System maintenance command to initialize the voice mail application on all ports The voice mail system...

Page 221: ...voice mailboxes from the System Administration Tool or the system Administrator Mailbox Callers are transferred to Auto Attendant when pressing a Personal Contact key An invalid phone number was programmed Reprogram the Personal Contact When an external trunk is speed dialed to the embedded Auto Attendant the incoming caller receives the wrong greeting of Please Enter a Mail Box number The Auto At...

Page 222: ...oice Mail Server Name for a local mailbox must match System Name Voice mail server host name doesn t match 3300 ICP system name The host name of the voice mail server in the VM Network Servers form must match the entry in the Name field in the Network Elements form To correct the problem change the Name field in the Network Elements form to match the voice mail server name Embedded Voice Mail cann...

Page 223: ... Call should not be made directly to the RAD port 4 4 Ensure RAD is configured properly in Class of Service Options form Check ESM help to ensure RAD Hunt group is programmed successfully Also check ESM help to configure RAD Hunt Group When voice mail is forwarded to e mail the e mail indicates an incorrect sent time The wrong time being shown in e mails forwarded from voice mail usually indicates...

Page 224: ...oth systems Disable the COV ONS E M Voice Mail Port option or Enable Diversion on both the 3300 ICP and the SX 2000 Users cannot program Forward to E Mail using the Desktop Tool Programming incomplete 1 Verify that Forward to E mail is enabled for that user see Forward to E mail feature description in the System Administration Tool online help 2 Ensure feature is programmed on the user s set If yo...

Page 225: ... are available for a limited time in the vmail vpim sent folder see Networked Voice Mail Detailed Description Administrators can recover them from this folder using FTP and then e mail the recovered message to the user Note Users will need an audio editing tool to listen to the recovered message Standard media players such as those from Microsoft cannot play Mitel voice mail messages directly Note...

Page 226: ...er option Default value of Transfer Ringback timeout is 17 seconds now Minor Alarm is raised Not enough DSP Resources available Add DSP resources See Increasing DSP Resources in the Installation Planner chapter of the Technician s Handbook Sent time is wrong on e mails forwarded from voice mail Time Zone not set correctly in Voice Mail programming In the ESM VM Network Servers form program the Tim...

Page 227: ...IP sets have a CoS with the same option set to No Also check CLASS CLIP Station Side Software Support in ESM help for message notification In the VM Mailboxes form of the System Administration Tool voice mail boxes appear multiple times or groups of voice mail boxes may repeat when changing from page to page Possible voice mail database corruption 1 Reboot the system 2 If still issue then consult ...

Page 228: ... noise or audio level is too low The cause of voice quality problems can be associated with the TDM network analog network PSTN IP network user s environment or due to configuration errors in the equipment Refer Voice Quality Troubleshooting Guide User receives extra audio tones and noise on his or her voice mail message Voice Mail system is not starting or stopping the recording at the right time...

Page 229: ... enabled on all nodes 2 Make sure that the Primary Node ID length is the same for all nodes 3 Make sure that all mailboxes excluding resiliency mailboxes have different numbers 4 Make sure that the mailbox length is the same for all nodes A mailbox number is not recognized when creating or forwarding a voice message to a remote mailbox on another cluster Enter the PNI before the mailbox number whe...

Page 230: ...ice mail server is configured correctly In a distributed voice mail configuration ensure that the user s voice mail server is on their extension s primary controller Message sent to a known valid user is returned with Failed to Deliver message 1 Ensure that the remote server is available 2 Ensure that the remote server has not failed over to its secondary server 3 Ensure remote node is programmed ...

Page 231: ...AYER_COORDINATOR ResourceAlarmStartup ready Task StartupHwRst being deleted while ACTIVE Voice Mail Starting in 0 minutes Starting iPVM Version 6 21 00 Voice Mail Successfully Started This log appears if you haven t enabled Networked Voice mail Enable by adding entry in VM Network Servers form of local ICP controller If you see Voice Mail Successfully Started at the end of this log you will be abl...

Page 232: ...number If this field is blank the trunk number in the SMDR record is blank Enter a Trunk Number for example 99 in this field and the number will be displayed as the trunk number in the SMDR record for example T099 Entering a non verified account code during a call generates a single SMDR record instead of the normal two one for the initial call and a second for the subsequent account code entry Ac...

Page 233: ...ate errors see the SDS Distribution Errors form in the System Administration Tool online help 8 1 Bandwidth Management Table 40 Troubleshooting Bandwidth Management Symptom Possible Cause Corrective Action Bandwidth Statistics show duplicate CAC rejections ARS Routes not programmed correctly Ensure that ARS Routes form is programmed correctly Bandwidth Statistics are not being generated at the ZAP...

Page 234: ... Number as defined in the Cluster Elements form 8 3 IP Networking See IP Trunking IP Networking 8 4 Multi Node Management MNM Fault Management Table 42 Troubleshooting MNM Fault Management Symptom Possible Cause Corrective Action MNM Fault Management not functioning Too many elements in MNM Administrative Group MNM applications are only supported for up to 20 elements in an Administrative group Af...

Page 235: ...ossible Cause Corrective Action Too many elements in MNM Administrative Group MNM applications are only supported for up to 20 elements in an Administrative group After you add the 21th element to the group the MNM applications are disabled for the entire group Reduce the number of elements to 20 or fewer MNM Backup and Restore not functioning FTP server is down Ensure FTP server is working proper...

Page 236: ...able 44 Troubleshooting MNM Application Reach Through Symptom Possible Cause Corrective Action Element has pre MCD Release 4 0 software installed Upgrade element to MCD Release 4 0 or later software Cannot reach through to an element in the Administration Group Form incompatibility The requested form is not supported The local element has a later software version than the remote element and the se...

Page 237: ...the local element from connecting to the remote element Contact your IT Support administrator Application Reach Through request fails You do not have permission to access the requested form on the remote element The Admin Policies form is not synchronized across all the elements in the Administrative Group Ensure that SDS is sharing the Admin Policies form to all elements in the Administrative Gro...

Page 238: ...browser and the system displays the following error message Access Error Forbidden This is due to the security enhancement in Chromium based browsers Upgrade to the latest version of the browser before you perform the following procedure 1 Do one of the following In the address bar of the Chrome browser enter chrome flags same site by default cookies In the address bar of the Edge browser enter ed...

Page 239: ... ICP goes out of service IP phones are not provisioned as resilient Enter the Locate commands on the secondary ICP to determine the status of the IP phone Check that the correct secondary CEID index appears in the Remote Directory Numbers form for each resilient IP phone If not provision the IP phones for resiliency using the System Administration Tool Refer to the System Administration Tool Onlin...

Page 240: ... device is connected to a controller that has Release 4 0 or later 3 Ensure that each element in the cluster is assigned a unique CEID in its Cluster Elements form 4 Ensure that ARS is programmed correctly to route calls to all the other elements in the cluster 5 In the Cluster Elements form ensure that you have programmed the Feature DN fields 6 In the ICP PBX Networking form of each element ensu...

Page 241: ...ool on each 3300 ICP verify that the Cluster Element Index in the Cluster Elements form has the same value as the PBX Number in the ICP PBX Networking form In the Remote Directory Numbers form look up the number of the phone or phones that are not failing over Note the CEID number for the phones Check the CEID numbers against those for the phones in the ICP PBX Networking form The numbers must mat...

Page 242: ...s displayed This is the address of the phone s current ICP 4 Press the volume down key until ICP1 IP ADDRESS is displayed This is the address of the phone s primary ICP 5 Toggle the volume keys press the volume down and then volume up key or vice versa to display ICP2IP ADDRESS IP ADDRESS This is the IP address of the phone s secondary ICP Verify that this IP address is correct If the phone does n...

Page 243: ...6970 swipe up on the right side of the screen to scroll through the values The Current Call Server entry displays the address of the phone s current ICP The Call Server 1 entry displays the address of the phone s primary ICP The Call Server 2 entry displays the address of the phone s secondary ICP Verify that this address is correct If the phone does not display an address for a secondary ICP use ...

Page 244: ... 5 Toggle the volume keys press the volume down and then the volume up key or vice versa to display Network PBX IP IP address 2 This is the IP address of the phone s secondary ICP Verify that this IP address is correct If the phone does not display an IP address for a secondary ICP use the User and Services Configuration form in the System Administration Tool to provision the device with a seconda...

Page 245: ...Numbers form for each resilient IP phone If not provision the IP phones for resiliency using the System Administration Tool Refer to the System Administration Tool Online help While on a call at are resilient phone the primary ICP goes out of service and the call is immediately dropped no call survival After you hang up the IP phone and go off hook again the IP phone is functioning on its secondar...

Page 246: ...call is immediately dropped no call survival After you hang up the IP phone and go off hook again the IP phone remains out of service Network failure for example a Layer 2switch that connects the IP phone to both the primary and secondary ICPs goes down Program redundancy into the network layer Document Version 1 0 Troubleshooting Guide 240 ...

Page 247: ... for instructions on the following tasks 1 Ensure that each element in the cluster is assigned a unique CEID in its Cluster Elements form 2 Ensure that ARS is programmed correctly to route calls to all the other elements in the cluster 3 In the Cluster Elements form ensure that you have programmed the Feature DN fields correctly 4 In the ICP PBX Networking form of each element ensure that the PBX ...

Page 248: ...n IP phone is on its secondary ICP you hear beeps every 20seconds and the phone display is frozen The duration of the health check is set too long in the Controller Registry form of the secondary ICP The amount of time that elapses before an IP phone fails back to its primary can be quite long depending on the health checksettings With the default settings after the primary ICP is back in service ...

Page 249: ...the appropriate Digit Modification Number 2 If digits are configured to be absorbed create a new instance for the appropriate route s that does not absorb digits Hot desk user does not receive voice mail Voice mail is embedded in an ICP that has failed or become unreachable Use centralized external voice mail system Hot desk user logs out previous user but cannot log in Both primary and secondary ...

Page 250: ...e incorrectly programmed Enter the Locate commands see Locating Resilient Devices on the secondary controller to determine the status of the IP console Refer to Voice Networking Configure Network in the System Administration Tool Online Help for instructions on the following tasks 1 Ensure that each element in the cluster is assigned a unique CEID in its Cluster Elements form 2 Ensure that ARS is ...

Page 251: ...y ICP for the resilient device Configure a second voice mailbox Call routing on the secondary ICP is not configured to allow a user to access the voice mail ports by dialing the hunt group number Ensure that call routing is set up to allow the user to access the hunt group number of the voice mail port Embedded After an IP phone fails over to the secondary user cannot connect to their voice mail b...

Page 252: ...ient device Configure a voice mailbox for the user Call routing on the secondary controller is not configured to allow a user to access the voice mail ports by dialing the hunt group number Ensure that call routing is set up to allow the user to access the hunt group number of the voice mail port Refer to the MiVoice Business Resiliency Guidelines for call routing configuration Centralized externa...

Page 253: ...ontroller the Resiliency Link box is not checked or you have not programmed the Primary System Name and Secondary System Name The physical connections are correct However alarms for the Trunk Alarm category on the secondary controller are exceeding the threshold limit In addition if the primary controller is out of service users cannot make T1 E1 calls through the T1 E1 MMC on the secondary contro...

Page 254: ...ignment forms of both systems Refer to the MiVoice Business Resiliency Guidelines for T1 E1 trunk resiliency programming The primary controller fails over to the secondary but users are unable to make calls through the resilient T1 E1 MMC in the secondary controller When the user attempts to make an outgoing call the system is unable to seize the T1 E1 trunk Route List Assignment form is programme...

Page 255: ... Explorer press CTRL SHIFT DEL select Temporary Internet Files and clear Preserve Favorites website data Leave other check boxes cleared and then click OK In Firefox press CTRL SHIFT DEL select Everything for Time range to clear and Cache then click OK In Chrome press CTRL SHIFT DEL select the beginning of time next to Clear the following items from and Cached images and files then click Clear Bro...

Page 256: ...k into the 3300 Controller 7 Access the Network Elements form select the controller and click Sync The Start Sharing operation has not displayed any signs of progress for more than an hour that is the operation appears to be hung Your Internet Explorer session is timing out before the Start Sharing operation is complete Install the required Internet Explorer registry file on your PC The registry f...

Page 257: ...ng alarms are appearing A minor system alarm is generated whenever an SDS data distribution error occurs Resolve the distribution error in the SDS Distribution Errors form See Resolving Pending Updates or Errors in the System Administration Tool online help Data sharing forms not appearing in System Administration menu SDS is not enabled on the local element Ensure SDS is enabled in the System Opt...

Page 258: ...System Administration Tool online help Scope of sharing is not set correctly Set the scope of the sharing See Identifying the Shared Data in the System Administration Tool online help Specific forms are not set as shared Ensure that the required forms are set to be shared See Identifying the Shared Data in the System Administration Tool online help Data not being shared Forms are set as shared but...

Page 259: ...eing shared See Specifying the Shared Data in the System Administration Tool online help Data Sharing status for the element is not consistent with all the other SDS elements in the data sharing network even after you perform a sync operation That is the other elements indicate in their Network Element Assignment forms that they are sharing with the element but data is not actually being shared Yo...

Page 260: ...ocal element and sent to a remote slave element The slave element has rejected the update because the slave s sharing status is out of sync with the local element that is the slave does not recognize that it should be sharing with the local element If you want the slave element to accept updates from the local element perform a sync operation from the local element with the slave If you want to st...

Page 261: ...secondary elements Resilient user and device data is not being shared after you upgraded the controllers to 3300 Release 7 0 software or higher Version of the remote peer has not been updated on the local controller Perform a synchronization from the local element to the remote peer Data for some fields are not being shared Upgrade the controller to the higher software level If a 3300 Release 7 0 ...

Page 262: ... the SDS Form Sharing form from a 3300 Release 7 0 or later controller among controllers that have pre 3300 Release 6 1 UR2 software restrictions in the Feature Access Codes form may appear incorrectly If you restrict sharing of the Call Park and Call Park Retrieve fields from the 3300 Release 7 0 system these restrictions are incorrectly displayed as Account Code on the controllers with the older...

Page 263: ...istribution errors occurring on the department location forms Performing a Form Comparison results in conflicts for department location A change to the department field is not distribute throughout the network or cluster In a heavily congested clustered hospitality deployment if there are a many hospitality operations being performed at the same time either via PMS or GSA or a combination of both ...

Page 264: ...ministration Tool online help Start Sharing operation fails in a mixed release network and the node initiating the sync is an older release than the slave node Releases may have database schema differences that result in some data not being accepted on some nodes Retry operation by initiate Start Sharing from node running newer release Distribution error caused by associating two users to the same...

Page 265: ... Sync operation See Comparing Forms and Synchronizing Data in the System Administration Tool online help Cannot sync from the local element to a remote element The IP addresses assigned to the elements in the Network Elements form are not unique Ensure that each element in the Network Elements form is assigned a different IP address The system name or type for the network element on the local and ...

Page 266: ...ng Pending Updates or Errors in the System Administration Tool online help Many data distribution update errors appear in SDS Distribution Errors form after a concurrent sync operation During a concurrent synchronization both the master and member elements reject changes coming from other network elements Rejected changes create distribution update errors on the master element See Resolving Pendin...

Page 267: ...tributed to a network element in a way that is not consistent with the data in the Remote Directory Number form An administrator made an incorrect entry in the Remote Directory Number form at an element somewhere in the network and the change has been distributed Delete the inconsistent record from the Remote Directory Number form and reprogram it appropriately Sync operation from MCD 4 2 network ...

Page 268: ...p or Ring Group Data Distribution Errors Symptom Possible Cause Corrective Action Data distribution alarm is generated Data distribution errors related to resilient hunt groups or ring groups are displayed in the SDS Distribution Errors form Remote secondary controller does not support hunt group or ring group resiliency The controller that you have selected as the secondary is not running the req...

Page 269: ...wo hunt or ring groups separate or Perform a synchronization of the hunt group or ring group data from the primary controller to the secondary controller Data distribution alarm is generated Data distribution errors related to resilient hunt groups or ring groups are displayed in the SDS Distribution Errors form continued SDS failed to delete the Remote Directory Number RDN entry for the hunt grou...

Page 270: ...ls and SDS generates a distribution error A new device was added to a resilient hunt group or ring group in the Group Administration Tool Because the member is not programmed as a RDN on the secondary controller the update fails and SDS generates a distribution error Log into the secondary controller and program the DN of hunt group or ring group member into the Remote Directory Numbers form Then ...

Page 271: ...raight though cable and vice versa For network media problems If there is excessive noise check for cabling problems If there are excessive collisions check for duplex mismatch problems For Cyclic Redundancy Check CRC errors check if there is a faulty NIC or flow control If there are excessive runt frames check for bad cables duplex mismatches or a bad PC NIC For network connectivity problems iden...

Page 272: ...e Action Loss of PC network connectivity through IP phone If your PC is connected to the network through an IP phone your PC network connection is interrupted for approximately 1 to 2 seconds if the IP phone momentarily loses power if you manually reset the IP phone via the debug menu or if the IP phone automatically resets because it loses connectivity to the 3300 ICP for 10 minutes Note If a res...

Page 273: ... for computer users such as slow response times The following is general information regarding LANs and what the L2 traffic parameters mean The table at the end indicates probable causes of a particular L2 error and actions to take to try and resolve the error AX CX i 2 and MXe III MXe III L Layer Statistics To help with debugging LAN issues with the AX CX i II and MXe III MXe III L controllers pl...

Page 274: ...inistration Tool maintenance commands or using the Linux shell LAYER 2 SWITCH STATUS System Administration Tool Maintenance Command L2 STATUS SWITCH System Administration Tool Maintenance Command L2 STATUS SWITCH Linux Shell Command Software Version mcdDebug icpL2StatShow 1 9 0 mcdDebug L2SwitchStatus 9 1 and higher These commands show the status of the internal L2 switch of the controller LAYER 2...

Page 275: ...c port number Ports 1 and 2 refer to the front panel Ethernet ports LAYER 2 SPANNING TREE STATUS System Administration Tool Maintenance Command L2 STATUS ST L2 STATUS SPANNIG TREE Command Software Version mcdDebug icpL2StatShow 3 9 0 mcdDebug L2SpanningTreeStatus 9 1 and higher These commands are used to show the spanning tree information for ports 1 and 2 Spanning tree is disabled by default LAYE...

Page 276: ...mand Excluding MXe III L Controller The L2 mirror command provides the ability to monitor various Ethernet ports on the L2 switch The mirror command is not available for the CX II controller The monitoring is done by connecting the Ethernet port of a laptop to port 2 of the controller and then use Wireshark program to monitor the network traffic The L2 mirror commands are entered using mcdDebug co...

Page 277: ...ill be mirrored all internal ports internal external ports external excludes target port all ports all excludes target port Port listing is available with command icpL2StatShow 2 value 653 0x28d Example The following examples assume that port 2 is connected to the laptop that is monitoring the network traffic To monitor port 1 enter Enter mcd command xmirror 2 1 Port mirror is set to 2 1 IGMP snoo...

Page 278: ...er mcd command xmirror 0 port mirroring 2 RTC E2T stopped IGMP snooping started Example The following examples show enabling port mirroring displaying the status and then disabling port mirroring for an MXe III controller To enable mirroring enter Enter mcd command xmirror 2 1 Port mirror is set to 2 1 IGMP snooping stopped port mirroring 2 1 started To display the status of the mirroring enter En...

Page 279: ...net traffic by connecting the Ethernet port of a laptop to LAN port 2 of the MXe III L controller and then using the Wireshark program Note LAN port 2 of the MXe III L controller is disabled by default and is enabled when mirroring is turned on The L2 mirror commands are entered using mcdDebug command On the Linux shell enter mcdDebug Enter mcd command For the syntax of the mirror command enter En...

Page 280: ... 0 0x0 To disable mirroring enter Enter mcd command xmirror 0 Disabled port mirroring value 0 0x0 CRC FCS and Alignment Errors on page 274 9 2 1 CRC FCS and Alignment Errors When a network device transmits a packet it appends a Cyclical Redundancy Check CRC to the end of the frame The CRC value is unique for the particular packet since like checksum generation the data in the packet is used by the...

Page 281: ...acket has been altered since the CRC will not match the contents of the packet The result is an CRC error An FCS error Frame Check Sequence is another name for a CRC error An alignment error occurs when a packet has an FCS error and the packet also fails to have octet alignment When a packet has octet alignment the packet has an even byte count ...

Page 282: ...nce Checking the IP Phone Resiliency Progress Display Diagnosing SIP Device Issues Dialing from Aastra SIP DECT handsets Trunks Hardware Resiliency Controlling the Failover and Failback of Resilient Trunks Identifying the Current ICP Checking T1 E1 Resiliency Alarms Diagnostic Tools The following table lists the tools available to help you diagnose problems on a 3300 ICP system Document Version 1 ...

Page 283: ...P Network CESID Logs Emergency Services feature Allows you to monitor and troubleshoot device moves and automatic CESID updates Emergency Services Feature Device Connectivity Device Connectivity forms IP network and IP phones Reports previous and latest Layer 2 MAC and port number IP network and IP phones IP Telephone Status IP Telephones All form IP phones Displays all of the IP telephones that a...

Page 284: ...ical record of changes made to the system from the System Administration Tool and various other user interfaces and applications It does this by recording certain actions such as who logged in and when and storing this information System administration Shared Data Update Logs Allows you to view and manage all pending in progress SDS distribution updates and update errors System Data Synchronizatio...

Page 285: ... to collect SOS logs using Server Manager Voice Quality Monitoring and Statistics Monitors voice quality for selected MiVoice IP Phones to identify and record voice quality problems requiring immediate attention trends in voice quality performance In Maintenance and Diagnostics form of the Administration Tool Refer to the System Administration Tool online help for instructions on how to use these ...

Page 286: ...ardware LEDs Indicate status of power supplies and RAID controller Back of MXe III MXe III L 3300 ICP hardware Mitel System Platform Log Viewer Enables the monitoring of Post software logs on an PC Utility that runs on a PC and connects to the system to be monitored See the View Logs section in the Maintenance chapter of the Technician s Handbook 3300 ICP software Journalctl logs Shows error messa...

Page 287: ...ingle Mode IP Phones for details Single Mode IP phones Dual Mode Phone Configuration Debug Option Allows you to configure view Network parameters Hardware components Set the phone mode PIN IP address DHCP Video 5215 IP Phone Dual Mode 5220 IP Phone Dual Mode 5320 IP Phone 5330 IP Phone and 5340 IP Phone See Access Configuration Menu on Dual Mode Phones Dual Mode IP phones SMDR Provides the call pa...

Page 288: ...ice or component that uses the OtpLogs server with a Report Device MSP Log Viewer displays logs based on severity log type and log source Subscribing to logs in real time on page 282 Viewing logs from an inactive file on page 283 Filtering subscription logs on page 283 Filtering your view on page 284 10 1 1 Subscribing to logs in real time Subscribing to logs in real time is preferred as it provid...

Page 289: ... have multiple IP addresses you may need to configure MSP Log Viewer to use the IP address that can be routed from the application you are trying to connect with 10 1 2 Viewing logs from an inactive file You can open and view logs in inactive files including files in MSPLog format For example opening the logs for MiVBC from this location C ProgramData Mitel LogView console The MiVB logs when colle...

Page 290: ...To save a subscription filter 1 Select Edit Save Filters 2 Enter a name in the File Name box and click Save To load a subscription filter 1 Select Edit Load Filters 2 Browse to the location of the filter file and select it 3 Click Open 10 1 4 Filtering your view In addition to filtering subscription logs you can filter the view of the logs you have received Filtering a view works the same way as f...

Page 291: ...tem is over a period of time that is longer than 1 minute Example usages are how much CPU is used when starting up or how much CPU is used for an upgrade Total values of less than 100 may indicate that the startup upgrade times can be improved Resource History Files A history of the system s resource usage is stored in CSV files These files are collected with system diagnostics and you can manuall...

Page 292: ...6 0 1 0 134896 0 134896 System resource history file Information such as free memory cluster DSP resources active is collected one every 60 seconds Here is an example of a resource file first 4 lines This file includes memory use per silo Time Memory Clusters DTMF Det DTMF Gen 2012 04 09 10 54 00 512 4000 32 32 2012 04 09 10 54 00 164 3800 1 1 2012 04 09 10 55 00 164 3700 5 5 The second line in th...

Page 293: ...tem time The time of the 60 second sample total cpu usage The idl column is the percentage of time the CPU was idle A system that is idle will have an CPU idle value around 90 dsk total The per second average amount of bytes read written from to the disk An idle system on an average has 0 byte read and 14k bytes written net total The per second average of bytes received sent on the network interfa...

Page 294: ...ess A MiVoice Business system has two main processes Call control Call control controls the routing of calls mcd The mcd process runs the System Administration Tool and does the routing of voice packets TOP DISPLAY ALL THREAD STATS The top utility can be changed to display threads instead of processes running on the system To toggle between displaying processes versus threads press capital H The f...

Page 295: ...in the wiring from the frame already tested or the jack Check that the wiring in the jack is correct If the wiring is incorrect then make the adjustment required and try the known good set again If the set still does not work then the problem is in the wiring Check the wiring from the known good point at periodic intervals If the Response is Busy Is the telephone engaged in a call If Yes then the ...

Page 296: ...he D type connector Amphenol cable or a fault with the ASU Verify the integrity of the Amphenol by changing it out For a DNI phone it could be the a fault with the DNI card CAUTION If you change the Amphenol connector on an ASU it will affect all users who are connected to that ASU No Dial Tone IP Phone 1 Log into the System Administration Tool and navigate to Maintenance Commands 2 Establish the ...

Page 297: ...ity data flow on the network 10 4 Viewing Settings and Network Parameters on IP Phones Use the Configuration Debug Menu on IP Phones to view the settings and network parameters on an IP Phone The procedures to access the configuration menu on Single Mode IP Phones and Dual Mode IP Phones are different You can identify a Dual Mode phone by checking the label at the back of the phone The label will ...

Page 298: ... yes 0 default and no On the 5220 IP Phone Dual Mode 5224 IP Phone 5320 IP Phone 5330 IP Phone 5340 IP Phone 5360 IP Phone and Navigator press the three softkeys to select menu items Method A To access the menu during the phone boot sequence Hold down both volume keys until NETWORK PARAMETERS appears Method A 5560 IPT To access the menu during the phone boot sequence While powering up hold down th...

Page 299: ...ds A and B provide full access Note This method is also supported on the 5560 IPT Table 54 Accessing the Configuration Menu Option C Key Sequence Function and 6 M Change mode to MiNet and 7 S Change mode to SIP Not supported on the 5560 IPT 7 Jump to Config Teleworker menu Erase the PIN and VCON configuration any other keypad keys Display Configure Phone prompt Viewing Modifying Network Parameters...

Page 300: ...and then press the Up Down volume keys to view each setting When you return to VIEW STATIC VALUES press No MODIFY STATIC VALUES appears Press No MODIFY STATIC VALUES appears 5 Do one of the following and then reboot the phone Press Yes and then press the Up Down volume keys to scroll through each setting Use the keypad to modify parameter s and then follow the prompts to store the changes and rebo...

Page 301: ...he factory defaults 4 To exit the current menu without a reboot To return to the main menu press Yes at EXIT MENU To return to the default display press Superkey Setting the Phone Mode You can program the 5215 or 5220 IP Phone Dual Mode to use MiNET or to work remotely using either SIP or Teleworker Solution 6010 For SIP configuration information refer to the 5207 5215 5220 IP Phone Installation G...

Page 302: ...es and then press No until PING TEST appears 4 Press Yes and then follow the prompts to conduct the PING test 5 To exit do one of the following To return to the main menu press Yes at EXIT MENU To return to the default display press Superkey Conducting a DHCP Trace There is a delay while the phone performs DHCP discovery The result of the trace displays the following information Phone and Gateway ...

Page 303: ...urn to VIEW PARAMETERS press No MODIFY PARAMETERS appears To continue press No MODIFY PARAMETERS appears 6 Do one of the following Press Yes and follow the prompts to modify the video conferencing parameters store the changes and reboot the phone To set the factory default settings press Default and follow the prompts to set and store the factory defaults and reboot the phone 7 To exit the current...

Page 304: ...f the username and password of the IP phone match the username and password on the RADIUS server the IP phone is granted access to the port services The IP phone boots up If the username and password don t match the IP phone is denied port access The IP phone does not boot up If a username and password are not configured for the IP phone you are prompted to enter them Configuring an Authentication...

Page 305: ...a letter All subsequent letters will be in lower case To return to upper case press the Volume Up key while entering a letter 5 Press to commit the username 6 Enter a password from 1 to 20 alphanumeric characters in length This password must match the password that you have programmed on the RADIUS server for the user 7 Press to commit the password The message Waiting for 802 1X authentication app...

Page 306: ... to be reprogrammed if power to the phone is lost Enabling or Disabling 802 1X Authentication By default EAP MD5 Challenge Authentication Protocol is enabled on 5215 Dual Mode and 5220 Dual Mode IP Phones If your network does not use this protocol you do need to disable support for it on these phones 1 Access the configuration menu See Access Configuration Menu on Single Mode IP Phones 2 From NETW...

Page 307: ...th the bootup process Bad LAN link Check Ethernet cable 2 The first stage for bootup Note Refer to Table 57 IP Phone Port Access Control Sequence on page 305 for 802 1x Port Access Control messages 08 00 0F AA BB CC Booting 04 02 01 06 3 IP Phone contacts DHCP server to obtain IP address and VLAN information and a list of the controller addresses in the network Note Go to Table 58 IP Phone Error H...

Page 308: ... is not properly set on the server the set awaits further Offers n is offer number DHCP Offer n Rej Booting 04 02 01 06 DHCP Offer n Acc Booting 04 02 01 06 6 The set replies with a Request and the server replies with an Acknowledgement DHCP Ack Booting 04 02 01 06 7 If the data in the Ack does not contain a VLAN ID and a packet Priority value the set retains DHCP data jumps to Step 10 8 If the da...

Page 309: ...o Download and Software Error Displays for a description of possible error messages xx xx xx xx Downloading 11 The boot file is copied to flash if it is a different version than the one in flash Upgrading Flash DO NOT POWER DOWN 12 If the boot load is the same as in flash it is not copied xx xx xx xx Upgrade not required 13 The set downloads a main image A failure causes a phone reset and the proc...

Page 310: ...x Waiting for COMMS ICP xx xx xx xx 15 After the main boot load is downloaded and only when a phone in a resilient network has homed to the wrong ICP the phone seeks out the IP address of its primary 3300 ICP from the DHCP ICP Redirect list of 3300 ICPs in the network It is possible for the phone to be redirected and you may see this display again Set xx xx xx xx ICP xx xx xx xx Set xx xx xx xx IC...

Page 311: ...he L2 switch will ask for user and password unless the data is stored in NVRAM PORT ACCESS CONTROL PRESS TO CONTINUE USER to end __ PASSWORD to end __ 3 If Port Access Control fails Port Access Failure REBOOTING Waiting for 802 1x authentication 4 If the data exchange succeeds or if the L2 switch does not support 802 1x Port Access Control Waiting for LLDP Document Version 1 0 305 Troubleshooting ...

Page 312: ...rr number BOOTING xx xx xx xx If add err number BOOTING xx xx xx x RTCS Bind err number BOOTING xx xx xx x The TFTP server sent an I am busy error so the phone will delay and retry xx xx xx xx Waiting for TFTP If the phone received a bad packet from the TFTP server audit the TFTP server configuration and the network path xx xx xx xx TFTP Err number This error indicates that you must review the IP ...

Page 313: ...Table 59 Download and Software Error Displays Message Description Phone Display Note Check the IP Parameters TFTP address netmask gateway address to make sure that they are valid before calling Mitel These errors indicate that the Flash was not upgraded The phone will pause for 3 seconds and continue L2 download err Boot download err L2 Boot download err Document Version 1 0 307 Troubleshooting Gu...

Page 314: ... This error indicates that you must review the IP parameters on the DHCP server or manually entered for the phone xx xx xx xx TFTPerr Packet send Internal TFTP errors contact Mitel Technical Support xx xx xx xx TFTPerr Sock create xx xx xx xx TFTPerr Sock bind xx xx xx xx TFTPerr Packet alloc TFTP IP address is missing from the configuration string 125 TFTP tag missing OR 43 TFTP tag missing ICP I...

Page 315: ...TCP link connection with ICP Left block solid and middle block flashing waiting for registration message acknowledgement from ICP Left and middle blocks solid right block flashing waiting for MiNET communications with the ICP that will take over the display at this point When the three rectangles are solid the activity is complete If the IP Phone does not complete the activity after several minute...

Page 316: ...tone at SIP device Choppy or one way audio From an internal display phone what does an internal caller see on display and hear when calling the SIP endpoint Can you ping the end point unit and the default gateway proxies from the controller subnet TLS set takes a long time to come into service following a system reboot Check the Registration Timer value on the set and if possible lower the value t...

Page 317: ...ion issues enter the following SIP Maintenance Commands and collect the response see the online help on the Maintenance Commands in the System Administration Tool SIP REGISTRAR CONTACTS ALL SIP REGISTRAR CONFIG SIP REGISTRAR STATS 7 For Message Waiting Indication issues collect the data from the following commands SIP REGISTRAR CONFIG SIP REGISTRAR STATS SIP REGISTRAR CONTACTS USER_NAME DN or ext ...

Page 318: ... the most commonly encountered problems Table 61 Maintenance commands for diagnosing digital trunk issues Symptom Commands Description Any problem edt show link config all edt show framer config all edt show link info edt show vdsu table These commands output generic configuration information about the embedded digital trunks From the output of these commands you can tell how the trunks are config...

Page 319: ...e registers change over time Collect this output in association with the output from the dtstats read net state and show faults digital links maintenance commands Note The output from these commands must be interpreted by Mitel Software Design Link alarms Part 2 Trunks not in idle when there are no calls up edt show vdsu alarms plid edt show vdsu channel plid Shows the current digital trunking ala...

Page 320: ...lems dropped calls calls getting rejected set displays not correct and so forth edt trace tsp l2l3 plid OR edt trace tsp cc plid OR edt trace vdsu cp plid edt trace vdsu vb plid For most ISDN QSIG problems the l2l3 command will be adequate It is recommended that you turn on the ccs trace at the same time For problems involving eT1D4 use the tsp cc command This displays the messages to and from the...

Page 321: ... file must be interpreted by Mitel designers It is not meant to be interpreted by customers or field technicians T1 E1 module embedded PRI issues All ESM digital trunk maintenance commands available to the NSU apply to the T1 E1 module and can be entered through the Maintenance commands form of the System Administration Tool Refer to Mitel Knowledge Base article 04 5191 00014 10 11 Hardware Using ...

Page 322: ...mulate over time and do not clear until the system is reset or the e2tclear command is entered Reading the data without knowing when collection was started may be misleading We recommend that you clear the statistics first using e2tclear to set a reference mark and then monitor it at regular intervals 7 Check the output When reading the output of e2tshow a large quantity of errors in the following...

Page 323: ...Diagnosing Problems Document Version 1 0 317 Troubleshooting Guide ...

Page 324: ...a back to back cable to prove the DS1 or CEPT card If the link is available check the errors If some calls fail check the following ARS programming Digit Conflict Interconnect Restriction Far end fault programming If only calls to the central office fail check that the Class Of Service option of Public Network Access via DPNSS is enabled on the extension making the call and the MSDN trunks 10 11 4...

Page 325: ...nk Group back into the switch to a valid extension 7 Program the Number of Digits to Absorb field of the ARS Digit Modification Plans form to strip away the leading digits 8 To connect loopback between trunks on a T1 E1 Module you have two options Option 1 Set one trunk in Network Termination NT Mode and the other trunk in Line Termination LT Mode You set the line termination mode in the Link Desc...

Page 326: ...entifies the ICP the locate command was issued on LEID Indicates the location of the resilient device by placing an asterisk beside the primary or secondary ICP that the device is in service on Note To determine the state in service out of service idle busy and so on of the device on a given ICP you must issue the State Extension command For an overview of this command see State Extension and for ...

Page 327: ...ICP Command was issued on primary ICP LEID is the Local Element Identifier CEID is the Cluster Element Identifier Indicates the known location of the device LEID identifies the ICP that you issued the command from IP Device ID 3 Circuit Location 1 3 1 3 3 Extension 1001 MAC Address 08 00 0F 01 26 5D Primary Element CEID 101 Routing Digits 2901 Secondary Element LEID 102 Routing Digits 2902 Resilie...

Page 328: ...h CEID 101 and routing digits 2901 Command was issued on an ICP that is not the device s home element IP Device ID 3 Circuit Location 1 3 1 3 3 Extension 1001 MAC Address 08 00 0F 01 26 5D Non resilient device is local located on same ICP where command was issued Locate Feature The Locate Feature command provides feature information in addition to the same information as the Locate Extension comma...

Page 329: ...02 Resilient device with active Make Busy feature is located on secondary ICP Command was issued on secondary ICP The indicates the known location of the phone Local Element Identifier LEID identifies the ICP that you issued the command from Locate Remote You issue the Locate Remote command to determine whether a device is Remote and resilient Remote and non resilient Remote and Local both The fol...

Page 330: ... Element CEID 102 Routing Digits 2902 RDN 1001 is resilient DN located on secondary ICP with CEID 102 and routing digits 2902 Command was issued on the primary ICP with LEID 101 locate remote 1001 Remote Directory Number 1001 Primary Element CEID 101 Routing Digits 2901 Secondary Element CEID 102 Routing Digits 2902 RDN 1001 is resilient DN located on primary ICP with CEID 101 and routing digits 2...

Page 331: ...ssue them against a resilient hunt group Table 65 Locate Commands for Resilient Hunt Groups Example Input Example Output Meaning locate hunt group 4001 Pilot Number 4001 Primary Element LEID 201 Routing Digits 2905 Secondary Element CEID 200 Routing Digits 2904 Hunt group pilot number 4001 is a resilient DN located on primary ICP with local element identifier LEID 201 and routing digits 2905 The h...

Page 332: ...r 4001 Primary Element LEID 201 Routing Digits 2905 Secondary Element CEID 200 Routing Digits 2904 Hunt group pilot number 4001 is a resilient DN located on primary ICP with local element identifier LEID 201 and routing digits 2905 The hunt group s secondary ICP has CEID 200 and routing digits 2904 Command was issued on the primary ICP locate extension 4001 The number refers to a Hunt Group Pilot ...

Page 333: ...hat ICP in service out of service idle busy The State Extension command only provides information specific to the state of a given device on the ICP from which you issue the command For example if you issue this command on a resilient device s primary ICP and it is out of service there you must then issue the command on the device s secondary ICP to determine the state of that device on that ICP I...

Page 334: ...Show Faults Refer to the System Administration Tool online help for instructions on how to use these commands 10 13 Controlling the Failover and Failback of Resilient Trunks Use the following commands to control the failover and failback of resilient T1 E1 trunks EDT Force Failover EDT Force Failback Programmed Failover Refer to the System Administration Tool online help for instructions on how to...

Page 335: ...y the T1 E1 Combo MMC in the primary controller are Not Seizable on the secondary controller These Not Seizable trunks do not generate alarms on the secondary controller Instead the secondary controller includes the resilient trunks in the system total of the Inactive Trunks alarm category After a failover the secondary controller controls the resilient trunks The resilient trunks are temporarily ...

Page 336: ... PN 50005160 The LEDs show the status of the link while the link is associated with the primary controller Figure 7 T1 E1 Combo MMC Indicators The following table shows the meaning of the indicators If the primary controller fails and transfers support for the trunk to the secondary the LEDs on the T1 E1 Combo MMC will flash red and green Table 67 Meaning of T1 E1 Combo MMC Indicators Indicators M...

Page 337: ... E1 MMC Assign link descriptor Refer to System Tool Administration online help for programming instructions Table 68 Meaning of T1 E1 MMC Indicators on Secondary Controller Indicators Meaning Action If the primary controller is supporting the link this alarm state on the secondary controller indicates normal operation Because the link is not connected to this T1 E1 MMC the alarm is not reported in...

Page 338: ... See IP Device Resiliency Check the link from the PSTN with analyzer Note While the secondary controller is supporting the link any link alarms that occur are shown on the secondary controller s T1 E1 MMC and reported in the logs of the secondary system The conditions that are listed in Table 67 Meaning of T1 E1 Combo MMC Indicators on page 330 with the exception of the flashing Red and Green alar...

Page 339: ...nation node Program destination node to support Malicious Call Trace See the System Administration Tool online help for instructions User not subscribed The Malicious Call Trace supplementary service has not been subscribed Obtain service for Malicious Call Trace on the destination node Malicious Call Trace Supplementary service interaction not allowed Some supplementary services are mutually excl...

Page 340: ...ot Desk Login Hot Desk Logout and Hot Desk Remote Logout are assigned on this ICP INVALID HOTDESK EXT Indicates that the user DN specified is invalid Check the user DN If the set is on another ICP on a cluster ensure the user DN has been provisioned for the cluster NOT ALLOWED Device type does not support hot Desking Refer to the Hot Desking topics in the System Administration Tool online help for...

Page 341: ...t be idle no ringing active or held call before it can be logged out INVALID PIN Indicates that the hot desk user password specified is invalid Ensure the password is correct DENIED EXT IN USE On login indicates the hot desk phone has an active call or a hot desk user is logged in and has an active call Hot desk phone and all line appearances must be idle before a user can log in Clear all held or...

Page 342: ... help for details FEATURE FAILED In a clustered system a Remote hot desk user attempts to login into a registration DN that is hosted on a different controller and receives FEATURE FAILED error message If a remote hot desk user tries to log into a set on a controller that has a different version of software than the controller that hosts the hot desk registration DN the feature fails To correct th...

Page 343: ...single digit voice mail port associated with the message or 0 if not port specific MESSAGE provides text indicating the event Table 71 Error Number Severity Description Solution Action 1208 WARNING vtlight_extn no dextens for mailbox m state s The MWI could not be turned on s 1 off s 0 for mailbox m m because of an invalid mailbox extension Check set the mailbox extension by using the VM Mailboxes...

Page 344: ...age queue file HQ DAT is a backup file in case the system reboots after a message is accepted but before the message is physically delivered to the mailbox This is a very small window Regardless at every boot up we try to read this HQ DAT file and deliver any undelivered messages This warning occurs when the HQ DAT file is not of the proper length This could happen if the system was changed from a...

Page 345: ...es not help contact service representative 1808 ERROR MASTER DAT cannot be opened more than once at any one time Contact service representative 1809 INFO cal_get Business hours have not been set This is an informational message that appears at reboot if the business hours have not been set by the system administrator 1811 INFO sg_get No alternate greetings have been set This is an informational me...

Page 346: ...sentative 2216 ERROR vtadm_enable_disable Can t update parm bin While trying to enable or disable a feature the file PARM BIN could not be opened or written to Try retrieving PARM BIN If it is there reboot the system and try again If the file is not there send a fresh version over then try a fresh install If this still does not work contact service representative 2217 INFO vtadm_enable_disable Upd...

Page 347: ...y_PBX no dextens for mboxNo extension is configured for this mailbox No action is required 2229 ERROR failed to remove voxdrv cfg Log the message in diag dat and continue 2230 ERROR Failed to rename voxdrv tmp Contact service representative Document Version 1 0 341 Troubleshooting Guide ...

Page 348: ... DTMF was detected 5 End of data reached 7 Timed out rarely happens 10 Terminated due to silence 12 Terminated due to loop current dropping 13 Terminates on EOF very rare 31 Terminated due to non silence i e sound is constantly above a certain threshold VT_ON v The port has gone on hook VT_OFF v The port has gone off hook No action required Document Version 1 0 Troubleshooting Guide 342 ...

Page 349: ...al page has resulted in a connection being made and the recipient hears sees the result of the page VT_INTER v Operator intercept will be treated as a no answer These are informational messages that come out to help give an idea as to the traffic of the system and how recordings were terminated v only has meaning when on the VT_RECDONE line Document Version 1 0 343 Troubleshooting Guide ...

Page 350: ... cannot be found opened 3207 INFO vtspeak Prompt pp File VTP VAP Missing This means that a requested prompt could not be played The reason is most likely that the VAP file is corrupt this usually means truncated If the prompt number is between 1 and 100 the file in question is VTP VAP If the prompt number is greater than 100 the file is VTE VAP Contact service representative 3209 ERROR Prompt num ...

Page 351: ...ng substituting English The prompts for the configured default language are not installed English is being substituted The value of nnn indicates the configured language 1 English 2 Spanish 3 French 4 Dutch 5 UK English Select a different default language 3214 ERROR Alternate language nnn prompts missing Language ignored The prompts for the configured alternate language are not installed No altern...

Page 352: ...ile a message was being recorded a Dialogic event was returned that was unexpected For details on the event look up the event code in the Dialogic reference guide Note the event and contact your service representative 4316 INFO vtxd40 Voice Mail is gracefully shutting down This message occurs when Contact is rebooted remotely via the System Administration Tool or the Group Administration Tool No a...

Page 353: ...here was an error when calling the Dialogic get event function getevt For details on the error look up the error code in the Dialogic reference guide Contact service representative 4324 FATAL vtxd40 D 40 Driver Not Installed Make sure the VOXDRV started Watch the bootup via a serial cable and PCPlus Otherwise contact service representative 4326 WARNING vtxd40 Unable to set Parameters Dialogic call...

Page 354: ...e driver detected 0 no limit h The total number of storage hours available as indicated by the model number 0 no limit m This is the model number If 0 then the model has not been set This message is displayed on system startup when the phone system is configured when the fax detection feature is set with phone or CGM when a technician uses the technicians users interface to reset the ports when th...

Page 355: ...d in c vbpc log vbpclog dat If vbpclog dat does not give enough information contact your service representative 4501 FATAL System Parameters have FAILED to be set This can come out in the same situation as above only if there is a problem with the PARM BIN file 4503 FATAL vtxinit Error starting the Voice Board Contact service representative 4704 ERROR file_name file d40derr error There was an erro...

Page 356: ...e following meanings 2 The mailbox is full 3 The tag value in the file is not correct 4 The file handle passed in was invalid Make sure the mailbox is not full If not full try renaming the MSG file Regardless of the results of the above contact your service representative 4907 ERROR MBox Dir Error fname n Code c The message file n is not valid the reason is indicated by c Contact service represent...

Page 357: ...umber is bad out of range with respect to the system wide max or the MSG file tag is bad If the return code is 3 or 4 contact your service representative If the return code is 2 it may have been purged Otherwise no action is required 4715 ERROR I O Read Problem An error occurred while trying to write to an MSG file There is no reason as to why Even though there is no extra information associated w...

Page 358: ...n reproduced grp When logged into the mailbox noted in the error message if 3 is entered to leave a memo and the prompt begins but the user hangs up before recording begins When logged into the mailbox noted in the error message if 2 is entered to send a message and the destination list is complete and the prompt has begun and the user hangs up before recording begins name No scenarios have been d...

Page 359: ...ce representative 4720 ERROR Incorrect File Handle for Erase In all cases a message could not be deleted due to one of the following with respect to the corresponding MSG file bad file handle message number is out of range of the system default MSG tag is incorrect Contact your service representative Document Version 1 0 353 Troubleshooting Guide ...

Page 360: ...handle bad or bad tag in MSG file If isolated incident no action required If it continues with only the same mailboxes listen to all messages in mailbox and then delete the MSG file Leave a new message to test If this does not help contact your service representative 4726 INFO deleting 0 length file f This message is generated when a file that was opened to receive a recording is closed and is of ...

Page 361: ...em is booted It indicates that we have gotten past most initialization routines No action required 4907 FATAL vtxmain vtxinit failureFailed to start voice driver 4908 FATAL Application Program Failed Contact your service representative 4915 FATAL vtg_malloc size Unable to allocate memory block of size bytes Contact your service representative 4916 INFO ptr vtg_malloc size System successfully alloc...

Page 362: ...ile is somehow corrupt It is not known how it could get into this state This probably means that the msgnn voxfile is indicating that there are more than 250 messages 5309 ERROR vtx vtxutil c x_delete_tmsg read error mbox mailbox This function will delete the message file that is referenced in a transaction record of the mailbox MSG file Could not read the correct number of bytes from the mailbox ...

Page 363: ... number of messages that the mailbox in question can contain Note that these two messages always come out together The user must delete some messages before new ones can be left 6001 INFO Msg f mm dd hh mm for b deleted A voice message sent to a single mailbox has been deleted from the disk f filename mm month dd day hh hour mm minute b mbox No action required 6002 INFO Msg f mm dd hh mm for b del...

Page 364: ...tion required 6006 INFO Msg f mm dd hh mm for b saved A voice message was saved by the mailbox owner f filename mm month dd day hh hour mm minute b mbox No action required 6007 INFO Mailbox b added The system administrator has added a mailbox b to the system No action required 6008 INFO Mailbox b deleted The system administrator has deleted a mailbox b from the system All associated messages and r...

Page 365: ...ssages still in Queue to VoxDrv There are messages present in voxdrv queue while the system has started shutdown 8016 WARNING Messages still in Queue to VoxDrv There are messages present in voxdrv queue while the system has started shutdown Contact your service representative 8017 WARNING Failure to delete toVoxDrv Message QueueThe voxdrx queue could not be deleted when the system shutdown started...

Page 366: ...s Reserved The Mitel word and logo are trademarks of Mitel Networks Corporation including itself and subsidiaries and authorized entities Any reference to third party trademarks are for reference only and Mitel makes no representation of ownership of these marks ...

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